Financial Services

Personalization at Scale

CHALLENGE

Your customers demand a personalized service, and you have the data to deliver this. However, when much of that data is generated by siloed contact channels, and scattered across disparate databases, it can be difficult to derive actionable insights from it. By choosing a cutting-edge CRM that overlays across your entire CX estate, your organization can access a centralized data set, and produce a personalized, 360-degree view of every customer. With intelligent automation integrated into your contact center estate, you can extend this personalization through intelligent IVR, automated proactive messaging, and individual self-service.

EXAMPLE SOLUTION

Omni-Channel Engagement

CHALLENGE

Your customers demand service on their terms, across the channel of their choice. Your customers are already living omni-channel lives from their smartphones. Now they expect your organization to do the same. By choosing an omni-channel CCaaS solution, you can bring together both written and spoken channels, to create a seamless service experience for your customers. By including digital channels within your customer experience (CX) estate, you can contain many customer enquiries within the digital space, and deliver faster, more cost-effective CX, whilst enabling automation to be seamlessly integrated into the customer journey. With video chat, you can deliver face-to-face CX without the need for in-branch meetings.

EXAMPLE SOLUTION

Quality and Compliance

CHALLENGE

Your customers and regulators have ever-increasing demands in terms of service quality and compliance with the latest rules. An evergreen Quality Management solution will keep your organization compliant with the evolving regulatory landscape. By choosing a tool that can record and analyze call transcriptions automatically, you can save time in ensuring all compliance procedures are followed throughout your contact center, and build continuous improvement into your processes through data analysis. MiFID II has been with us for some time now. However, many financial sector organizations are still struggling to meet its compliance obligations. Ensure your organization is compliant with the directive, with a recording tool that provides consistent recording functionality across every channel.

EXAMPLE SOLUTION

Five Tips to protect your MiFID II Compliance Investments Thumbnail

Data Security in Hybrid Working

CHALLENGE

Your staff now expect the freedom to be able to work from home whenever they choose. However, with their savings at stake, your customers are anxious to know that their data is as safe as a bank vault. Meeting these demands, whilst enabling agent homeworking, can result in high overheads. By choosing a cloud solution with compliance tools built in, including next-generation voice biometrics and automated ID&V functionality, you can ensure that your organization’s remote contact center is supported by cutting-edge data security, without additional investments in costly infrastructure.

EXAMPLE SOLUTION

Diversity & Inclusion and Environmental

CHALLENGE

Delivering exceptional experiences to each and every customer shouldn’t cost the earth. By choosing a CCaaS solution that offers equality of access tools, such as subtitling, and simultaneous translation into many languages including sign language, you can drive long-term customer loyalty, without investing in costly bolt-on tools. With a cloud-based solution, your organization can take advantage of this functionality, whilst ensuring that it is delivered in a sustainable, eco-friendly way, through shared-resource data centers.

EXAMPLE SOLUTION

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