“Very functional one stop shop for omni-channel customer engagement.”

“The product is functionally rich, with strong contact centre capability for IVR and outbound and omni-channel capability for text, email and chat.”

IT Director in the Finance Industry

The secure transfer and accessibility of data is paramount for Financial Services organizations to successfully deliver high quality Customer Engagement and Experiences. With personal and sensitive information at stake, as well as what could be the entirety of their financial savings, customers are anxious to ensure that their information is secure and cannot be accessed maliciously. Enabling customers to access their account data easily, from any location, on any device, and at any time they desire, improves customer satisfaction and trust. Being able to do this securely, builds trust. A solution must be adopted that can provide end-to-end access to customer information, which will ultimately ensure an excellent reputation.

Fostering Customer Loyalty in Financial Services:

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storm® helps us to address these problems whilst its cost-effective Operating Expenditure model is a perfect fit for our not-for-profit setup, allowing us to improve services and scalability without having to leverage capital that doesn’t exist”

Call Center Manager, Financial Services Customer

Omni-Channel Customer Experience

CHALLENGE

Your customers expect instant access to their accounts, wherever, whenever, and however they want it, and these expectations are constantly evolving. A 9-5 contact center is no longer enough to fulfil customer requirements when it is possible to be online 24/7, especially with a significant proportion of the population in full-time work. With this permanent connection to a multitude of instant contact channels, customers become frustrated when they are forced to wait in long queues to have quick or simple inquiries answered.

SOLUTION

Utilizing intelligent omni-channel and self-serve capabilities allow customers to engage with Financial Institutions and access their information on demand, from any device. Adopting a true cloud nature enables organizations to adopt new channels as and when required, ensuring that they are always at the forefront of the market. With a solution that is able to continually add onto their current customizable customer engagement suite, organizations will be able to ensure that they are consistently and effortlessly adapting to the ever-changing landscape.

PRODUCT

Rapid adaptation of live services

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Scale to Any Peak and Deliver the Best Information

CHALLENGE

With peaks and troughs in financial obligations throughout the year, seasonal or unexpected peaks in demand often mean that customers have to endure long waiting times. Customers expect to be able to easily contact their financial institutions whenever they need, so being forced to sit in long queues in the event of what could be a financial emergency results in a significant amount of frustration. This has the effect of agents becoming overwhelmed, as well as a decrease in customer satisfaction.

SOLUTION

A solution that offers unlimited scalability is critical in ensuring efficient and appropriate customer service. Scaling in the event of an emergency or an increase in demand ensures that all customers are able to access crucial financial information, which can be achieved with the a combination of live and machine agents. Preferential routing to the same agent each time can ensure that repeat callers are prioritized, and self-service with an AI-powered machine agent will improve efficiency, reduce demand, and reduce call-handling times.

PRODUCT

Resilient unlimited scalability

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Enable Secure Payments and Comply with FCA Regulations

CHALLENGE

With strict industry regulations requiring the recording of all interactions, including payment transactions, non-compliance can lead to heavy fines, with the potential to have a huge effect on the everyday running of a business. However, many businesses encounter a catch-22 as sensitive financial information must not be stored, despite the necessity of recording. As news of large regulatory punishments on financial institutions hit the headlines every day, additional pressure increases from customers wanting to ensure the safekeeping of their data.

SOLUTION

With the pressure of industry regulation and compliance, a platform that is backed by ISO27001 and Level 1 PCI DSS accreditations ensures peace of mind for organizations. This provides organizations with the ability to securely record multi-channel conversations, even while safely processing payments, without physically storing them. This reduces the likelihood of significant retribution for non-compliance, as a platform which is fully up-to-date with all accreditations provides organizations with security on both their finances and that of their customers.

PRODUCT

Secure and compliant payment services

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Gartner Peer Insights
Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates.

The Gartner Peer Insights Logo is a trademark and service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved. Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences and do not represent the views of Gartner or its affiliates.

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