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BMO Bank of Montreal Partners with Phoenix Interactive to Deliver Intelligent ABM Experience to Bank Customers

Published on October 22, 2010.

TORONTO, Ontario, 10/22/10. BMO Bank of Montreal and Phoenix Interactive, today announced an industry-leading development that will change the way the bank and its customers interact via BMO's network of 2100 Instabank ABMs.

BMO will integrate Phoenix's Commander software solution with its self-service ABM channel, a step that will allow the bank's customers to set up ABM 'short cuts' to "preferred" transactions--such as 'My Usual Withdrawal', 'My Usual Transfer', 'My Usual Deposit', etc.,-when they log in to a BMO Instabank ABM, thus providing a faster and more personalized customer experience.

The new technology will also give the bank the ability to communicate personally -relevant information and product offers to its individual customers.

"We now have the ability to have more meaningful 'conversations' with our customers directly via an ABM," said Andrew Irvine, Vice President, Integrated Distribution, BMO Financial Group. "This new technology will allow us to 'talk' to you about simple offers (are you interested in increasing your line of credit, for example) and if you say yes, we can fulfill that need on the spot through our ABM...it's done."

"Our solution provides real-time customer usage and campaign metrics that are critical for managing an intelligent ABM network," said Marco Di Cola, Vice President, Business Development, Phoenix Interactive. "Introducing Commander into a self service network allows a company to target, deliver and manage content in a timely and cost effective manner as well as to centrally manage and target functionality, content and marketing by region, location, time, date and customer to dramatically reduce the lead times it has traditionally required to develop and deliver customer-tailored messages through its ABM network."

"We are delighted to be working with Phoenix on what we believe will be the beginning of a significant transformation in the way BMO will utilize this highly valued customer touch-point to communicate with our clients on a one to one level," said Mr. Irvine. "Phoenix's self service technology continues to lead the industry and we are proud to be working with a partner who shares our vision of where we want to take this channel."

"This is one of the many ways we are working to define the customer experience," said Mr. Irvine.

About BMO Financial Group:

Established in 1817 as Bank of Montreal, BMO Financial Group (TSX, NYSE: BMO) is a highly diversified financial service organization. With total assets of $397 billion as of July 31, 2010, and more than 38,000 employees, BMO provides a broad range of retail banking, wealth management and investment banking products and solutions. The Bank serves more than 10 million personal, commercial, corporate and institutional customers in North America and internationally. Our operating groups - Personal and Commercial Banking, BMO Bank of Montreal in Canada and Harris in the United States; Private Client Group, our wealth management business; and BMO Capital Markets - share one vision: to be the bank the defines great customer experience. Visit www.bmo.com for additional information.


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