Video Banking to Perpetuate Post Pandemic

Revation Systems

As consumers do business with organizations from the comfort of their own homes, communication modes such as webchat, SMS and video have become more popular during the pandemic. You’re on Camera: Why Video Banking Will Continue to Enhance the Customer Journey Beyond the Pandemic.

Video KYC for Banks: Step Towards the New Way of Customer Onboarding


Banks have had a reputation for being one of the early adopters of change – especially when it’s about improving the customer experience and making their lives easier. Video KYC Banking industry BFSI video kyc Video KYC for Banks video kyc software video kyc solution

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Ameyo Launches Video KYC Engagement Platform for Banking and Finance


After the supreme court discontinued the e-KYC, it became difficult for the industry to target people in remote locations … Ameyo Launches Video KYC Engagement Platform for Banking and Finance Read More » The post Ameyo Launches Video KYC Engagement Platform for Banking and Finance appeared first on Ameyo. customer engagement Video KYCHow are you keeping up with the background verification and customer onboarding process in the lockdown period?

How to Improve Digital Customer Experience in Banking

REVE Chat Blog

In this digital age, the banks and financial institutions need to be digitally transformed to deliver a consistent customer experience in banking whether it is online or retail. Banks functioning digitally have witnessed reduced costs and streamlined processes.

[VIDEO] Protecting the IVR


The post [VIDEO] Protecting the IVR appeared first on Pindrop. Bank fraud FraudAre you using an Interactive Voice Response (IVR) system to serve your customers? Convenience may give way to fraud if companies aren’t careful. 60% of fraud starts in the contact center, usually in the IVR. Watch our 20 second public service announcement on an often overlooked “leaky” customer touchpoint. Register for the Protecting the IVR: 3-Part Webinar Series.

Countries that approved video identification in banks


In this post I’ll try to list the countries allowed their banks to identify clients through video. Proof links are included. The list will be continuously updated as I learn about new ones. Here’s what I have so far (a/b order): 1. Austria.

Executive Talk: Jim White, Santander Bank

Contact Center Pipeline

Jim White is Senior Vice President and Director of Card Services at Santander Bank. Agent Development Video agent skill sets call center contact center hiring trainingJim talks about the agent skill requirements they have in their financial contact center. Their agents are a source of information and education. He discusses their hiring and training practices, and addresses the challenges that come from efficient technology that handles […].

How to Find the Right Video KYC Vendor?


RBI’s recent decision to allow Video KYC for Banks, Financial Institutions, and NBFCs is a major relief. With Video KYC, banks and FIs can onboard customers in 3 minutes while eliminating the need for a … How to Find the Right Video KYC Vendor? Read More » The post How to Find the Right Video KYC Vendor? customer engagement Video KYC

Customer Authentication and Onboarding Becomes Easy with Video KYC


And there couldn’t be better news to make ‘Presence Less and Paperless Banking’ a reality. customer experience Video KYCAadhar has become an undeniable source of identification in India.

Executive Talk: JoAnn Morency, NECCF and Commerce Bank

Contact Center Pipeline

JoAnn Morency is a founding board member for the NECCF (NorthEast Contact Center Forum), and Senior Vice President and Director of Retail Banking at Commerce Bank. Customer Experience Video call center contact center customer experience customer serviceIn this Executive Talk session, JoAnn tells me why the NECCF was started, and how it has grown and evolved into a valuable resource for contact centers in the […].

Step up Customer Assistance with Live Video Support


Live video support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. Live video support can be used by customer service agents either to initiate a face-to-face live video chat support session or to offer live video interactive assistance. Live video chat support. Live video interactive assistance.

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How Branchless Banking is Changing the Conversation

Revation Systems

At the foundation, banks were established to provide a place for people to store and leverage their earnings as well as receive financial assistance for planning, loans, etc. The future of banking, on the other hand, is much more than what we’ve seen so far. In this vein, having a bank or credit union whose processes are only done digitally provides several conveniences for consumers. Banks Themselves Save Money. The Future of Branchless Banking.

How LinkLive Has Disrupted Banking

Revation Systems

From an influx of new players such as Apple and Google, to changing customer mindsets and expectations, the competitive stakes for regional banks in the U.S. Today’s digital banking environment is changing rapidly – and with that change comes opportunity for regional and community financial institutions. In this environment, integration is key to providing value for regional banks — an analysis from which LinkLive was originally launched.

Hero Q&A with a banking CMO: Learning through adaptation

Hero Digital

At a time when COVID-19 is having profound implications on all aspects of daily life for people around the world, banks and credit unions, as front-line keepers of financial systems for consumers and small businesses, have a crucial role in ensuring the continued functioning of society. While there has been a shift to digital in banking over the past several years, banks suddenly have to find ways to manage customer interactions differently, not as a nice-to-have but as the go-to strategy.

Automation in Bank Surveillance and Fraud


The bank and credit union security teams can dedicate their time and effort to more relevant tasks since automation allows for certain operations to be completed on their own and in a timely manner. Combining AI and video also creates a powerful tool when it comes to investigating and deterring fraud. Learn how Verint can help your bank automate its security and investigative functions.

Are banks building trust through customer service excellence?


Date: Wednesday, May 6, 2020 Author: Pauline Ashenden - Demand Generation Manager Are banks building trust through customer service excellence? Author: Pauline Ashenden - Demand Generation Manager The coronavirus pandemic is actually accelerating digital transformation in many verticals, and banking is a prime example. ” Against this backdrop, how are banks performing when it comes to putting the customer at the heart of everything they do?

Bank Branch Innovation Like Never Before: 5 Brands Redefining Tradition


Sources like CNBC and The Telegraph predict that the retail bank branch will die within the next decade. In fact, the market is heading towards bank branch innovation unlike anything we’ve ever seen. As an industry slated to experience more disruption in the next 10 years than the last few centuries, there’s no denying that banking is radically changing. Traditional vendors must now compete alongside newer digital-only banks like Ally in the U.S.,

At A Fork In the Road: As a Customer Relationship Driver, Where Is Branch Banking Headed?

Beyond Philosophy

Both quotes seem to apply to what is currently transpiring with retail branch banking, and where it seems to be trending. Banks can’t quite make up their minds about what branches are supposed to be. At a time when banks are closing branch locations at a record pace (over 1,400 in 2014, with Bank of America, alone, closing more than 140) that is likely to continue, the need for the services they offer remains pretty much the same. Why does banking have to be a chore?

All-Digital O-Bank Succeeds Without Brick-and-Mortar Branches


Some banks add digital channels. Taiwan’s O-Bank was born all digital. It has no branches and instead provides customers with smart, convenient and customized service via a smartphone app and a 24×7 video contact center. In the two years since it launched, it has won over 260,000 customers—close to 30% of the digital bank accounts opened in Taiwan in this period and Avaya is at the heart of its success. Its answer: become the country’s first native digital bank.

Verint Helps National Bank of Commerce Enhance Branch Surveillance


For more than 80 years, National Bank of Commerce (NBC) has provided financial services and support to the communities of the “Twin Ports” of Wisconsin and Minnesota. NBC relied on an analog video system to help enhance security and reduce fraud, and had multiple third-party systems in place. In addition, the bank purchased licenses for our anti-skimming/loitering and facial detection analytics software.

Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA)


United Airlines ties $500,000 CEO bonus to customer satisfaction results We have all read and seen the news and videos regarding United Airlines’ recent customer service debacle. The post Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA) appeared first on CustomerGauge.

Intersecting Viral Marketing With Emotional Customer Connection: TD Bank’s ‘Home Run’

Beyond Philosophy

My example is TD Bank, where viral communication meets real, and valued, experience delivery on a personalized, and deeply emotional, level. Here’s a quick thumbnail summary of where some examples of TD Bank’s marketing unique marketing and communication initiatives have taken the company over the past year or so. The mini-documentary TD Bank created about the campaign has been viewed over 5 million times on YouTube. – Michael Lowenstein, Ph.D.,

Report: Small Banks Are More Customer-Centric

Toister Performance Solutions

A new report from the American Customer Satisfaction Index (ACSI) shows branches and ATM machines are just about the only place where credit unions and community banks lag behind larger financial institutions. ACSI Banking Report Highlights Smaller is better when it comes to service quality, according to the ACSI report. Here's the breakdown of overall customer service ratings by size of bank. The ACSI ratings for banks and credit unions bear this out.

How Banks are Shifting Their Communications Strategy Amid the COVID-19 Crisis: The Search for Humans in the Surge of Digital Banking

Revation Systems

As stay-at-home orders began to ripple across the nation in March, the banking industry began to shut down branches or significantly limit their hours of business to help stop the spread of the novel coronavirus. However, foot traffic in bank branches had been declining prior to the pandemic, indicating that consumer preference for mobile and online banking were already on the rise. Video Collaboration for Complex Scenarios. The Post COVID-19 Banking Landscape.

Banks: Fighting Fraud and Monitoring Closely—Is It All Cyber-Secure?


We know by now that for banking and financial organizations to identify security threats and vulnerabilities, mitigate risk, ensure operational compliance, and combat fraud, a comprehensive and innovative security approach is necessary. Technology plays a key role in fraud reduction to make banks and financial institutions safe. In the case of a fraud investigation, bank officials are working with a large amount of sensitive data, demanding extreme care and attention to detail.

HITRUST — and Banking? Why Certification Matters to More than Just Hospitals

Revation Systems

For regional and community banks, which are the bulk of the financial institutions in North America, selecting a new vendor or partner involves an in-depth review of the offering and its related landscape — to ensure the organization is making the best quality choice. And the more points-of-contact customers come to expect from their banks, the more types of technology those banks will need to deploy — and, potentially, the more tech vendors they’ll have to review.

The Bank Branch Digital Transformation Trifecta


So, how will the bank branch be impacted? We have an idea of where bank branch digital transformation is headed…. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. After surveying financial service institutions across 32 markets worldwide, the firm reported an average global bank relevance score of 75%. But this hasn’t stopped demand for traditional banking.

TD Bank Made Me Cry and Reached Millions of Customers


TD Bank made me cry today. Picture this: I’m at my desk in an open-office workspace, when a co-worker IMs me a video about TD Bank. I had previously written on switching from TD Bank to an online bank named Simple , so I’m interested, and I click the link. Emotional and striking, this video is a brilliant example of making the banking experience personal. TD Bank, however, is trying to change that. Smart thinking TD Bank.

The Growing Use Case for Video and Co-Browse in Customer Care

Upstream Works

This is especially true for video and co-browse customer care solutions. Let’s focus on video and co-browse use cases including – healthcare and financial services. Video use case 1 – healthcare in the home. There are many use cases for video in healthcare but engaging with patients in the home is particularly applicable when so many people are self-isolating. Video use case 2 – branch bank services. Upstream Works Video and Co-browse Care.

How to Evolve Banking Customer Experiences for Survival


This was the terrifyingly binary challenge Joe Sullivan , CEO of Market Insights delivered to a group of banking execs last Friday at the N.J. Joe shared some statistics that would make less-intrepid bank executives contemplate a career change. But the bank execs in attendance were open to facing the daunting facts, such as: Small banks are dying out. This means the customers' needs and expectations from the bank's employees are more demanding and higher than ever.

The 10 steps to digital customer experience success in banking


Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives. Think about it – when was the last time you went into a bank branch, excluding to use the ATM?

Leading Bank Banks on NICE Situator

Customer Interactions

With their complex security challenges and many remote locations, banks need solutions that can help them monitor and manage physical security more efficiently and effectively. In this video, Millennium BCP''s Security Manager, Mr. Vitor Monteiro explains how his bank is leveraging NICE Situator to tackle these tough security, safety and operational challenges. Millenium bcp is the leading retail bank in Portugal with over 900 branches.

ConcentrixCX: What If You Had CX Superpowers?


Automotive Analytics Banking Videos Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology Travel VideoGet the power! Turn your team into CX superheroes and change the way customers think about your brand. The post ConcentrixCX: What If You Had CX Superpowers? appeared first on Concentrix.

Benefitting from Today’s Advanced IP Video Capabilities without Breaking the Bank

Customer Interactions

According to an IMS Research forecast, 2013 will be the tipping point wherein networked or IP video surveillance equipment sales will overtake analog video surveillance equipment sales. There is no question as to the benefits that IP video provides. Fortunately for Security and IT departments looking to migrate to IP video there are paths that don’t require organizations to rip and replace existing systems. Americas Security Video Solutions

Video Differentiates the Customer Experience – Part 1


If a picture is worth one thousand words than a video should be worth 1.8 These videos aren’t entirely produced by amateurs either. Brands quickly caught on that customers may prefer video for simple troubleshooting or product set up and release them in their FAQ sections.

‘Banking’ on Situation Management

Customer Interactions

A Q&A interview with NICE Banking Sector Expert Erez Goldstein. Consolidation in the banking industry has its upsides…and some downsides as well, especially when it comes to managing physical security. In this Q&A interview, Erez Goldstein, Banking Sector Senior Product Marketing Manager for NICE Systems, shares his perspective on the security challenges facing the banking industry, and how Situation Management can help.

Are You Proactively Addressing Security Weaknesses Before Intruders Do?


Reacting after the fact to an unforeseen security event used to be the only option for bank officials. At an ATM, branch, corporate campus or even an online banking website, the minute a security incident begins, officials have no time to waste. Financial institutions must go beyond simply utilizing video surveillance for security.

ConcentrixCX: What If You Had CX Superpowers?


Automotive Analytics Banking Videos Consumer Electronics Energy & Public Sector Healthcare Insurance Media & Comms Retail & e-Commerce Resources Technology Travel VideoGet the power! Turn your team into CX superheroes and change the way customers think about your brand.

As Branches Evolve, So Will the Workforce


Bank branches have gradually evolved over the last decade. In lieu of the traditional brick-and-mortar design with designated teller lines, sales and lobby areas, many banks are transitioning their branches into newer formats to modernize and meet market demand. Let’s explore three ways banks can better manage their changing branch workforces. And banks will need to be able to analyze performance data not only by employee, but by role, branch, branch type and market.

Feasting on the Benefits of Digitally Transforming Industries

Revation Systems

Many industries, such as healthcare and banking, are also looking back on the year and finding areas to be grateful for. Perhaps the most notable, and the one that’s creating the most buzz in the healthcare and banking industries today, is digital transformation. The digital transformation of the healthcare and banking industries has allowed consumers to maintain the valuable relationships they’ve developed with their trusted healthcare providers and financial representatives.