Banking Cloud contact Interactive Voice Response Upselling 
CSM Magazine
DECEMBER 17, 2019
John Ing, Principal Operations Lead for CX at ECS shares his CX Predictions for the banking industry in 2020. Voice will become more important, not less. The death of voice as a contact channel for banking customers has been over-hyped. More customer contact channels, not fewer.
VocalCom
APRIL 9, 2018
Understanding your customers’ behavior is critical to identifying opportunities for upselling and cross-selling. AI may also be used to make IVR menus function more efficiently, routing customers to qualified agents as quickly as possible. Use text analytics to offer superior service. Determine when human assistance is needed.
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