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How to reframe the banking experience: Defining the new norm for banking contact centers

Talkdesk

The reimagining of business places the customer at its forefront and affects every aspect of the banking industry — from human resources and security to sales and marketing. After COVID-19 hit, many business owners felt underserved by their banks and voiced their displeasure by moving their money elsewhere.

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Create powerful self-service experiences with Amazon Lex on Talkdesk CX Cloud contact center

AWS Machine Learning

Contact centers are using artificial intelligence (AI) and natural language processing (NLP) technologies to build a personalized customer experience and deliver effective self-service support through conversational bots. The bank has invested in a digital transformation of its contact center to provide exceptional service to its clients.

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It's "Game Over" for your DX if you Think it's Just About Digital

3CLogic

When a customer wants to check their bank balance or check to see if their flight is delayed, they should be able to self-serve with easily-accessible data. But what happens with a more complex bank account or flight issue? So you need to ask yourself regarding your DX initiatives, what’s best for the customer?

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The Hidden Power Structure of Cloud Call Center Vendors

Fonolo

Ovum’s Ranking of Cloud Vendors. Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. Three of the four “challengers” in the chart are built on top of the Twilio API. Global bank ING used Twilio to replace a legacy Avaya call center.

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Crystal Ball – The Call Center of the Future: 2025

Expivia

It can be found in the financial services world when calling about credit card information, or when calling your credit union or bank. If your smart television has an error, it will initiate contact with customer service through an API to discover the problem. Cloud Contact Centers.

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Use generative AI to increase agent productivity through automated call summarization

AWS Machine Learning

Amazon Transcribe can help you create transcripts with high accuracy for your contact center calls. Amazon Transcribe is a feature-rich speech-to-text API with state-of-the-art speech recognition models that are fully managed and continuously trained.

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AWS Unveils New AI Service Features and Enhancements at re:Invent 2022

AWS Machine Learning

For example, WaFd Bank, a full-service US bank, improved its customer experience with Talkdesk (a global cloud contact center company) and AWS Contact Center Intelligence (CCI) solutions, reducing call times by up to 90%.