article thumbnail

How Cloud Technology Can Power Your Customer Experience In Finance

Global Speech Networks

Depending on the specific banking services in question, a customer’s retirement, life savings, homeownership or investments could be at stake. That’s why your contact centre must be equipped to address the increasing online demand of banking customers. Contact centres have a simple solution: Cloud Contact Centre Technology.

Finance 52
article thumbnail

The Hidden Power Structure of Cloud Call Center Vendors

Fonolo

Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. Global bank ING used Twilio to replace a legacy Avaya call center. You can grab it here , sponsored by our good friends at Genesys. There are a lot of vendors in this category today; at least 50, by my count.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Chatbots: What Role Should They Play in Customer Service?

VocalCom

Many industries are using chatbots in this capacity with great success—notably, the airline and banking sectors. United Airlines uses a chatbot called AutoPilot to help customers with all their flight information needs, while Bank of America’s “Erica” chatbot helps customers with nearly every aspect of account management.

article thumbnail

John D’Anna to Lead Hammer, the Fast-Growing Contact Center Assurance Division

CSM Magazine

“This commitment and belief, both translated by the new Hammer brand, aim to make Hammer thrive, making the most of market drivers such as cloud adoption and multichannel contact centers as well as Infovista’s enlarged footprint and assets to address the customer experience needs of our international clients.”.

article thumbnail

5 Ways to Optimize Self-Service Practices

VocalCom

From banking to booking reservations, people were easily frustrated by complex processes and a lack of reliable human assistance. At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed.

article thumbnail

Chatbots: The Key to Efficient Customer Service

VocalCom

While this technology continues to evolve, many industries—from banking to travel to retail—are indeed offering faster, richer experiences due to chatbot implementation. For example, if a customer contacts his bank for support, a question about a recent check deposit may require a different agent than an order for a new checkbook.

article thumbnail

5 Ways AI Can Drive Proactive Customer Service

VocalCom

Banks also offer virtual assistants to help customers keep track of their finances and even make investing decisions. Many industries also use AI to keep customers informed in ways that save them time and effort. AI is therefore a powerful tool for staying one step ahead of your customers and giving them great service proactively.