Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services.

Contact center software 52

Contact center software Banking Contact Center Finance 52

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: IP PBX Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Banking 52

Banking Interactive Voice Response Finance Accountability 52

Beyond Philosophy

MARCH 31, 2020

A friend of mine told me, he received a text message from his bank that he’ll be charged for some supplementary medical insurance contract he signed 3 years ago. The world and the market had changed! Now, a decade later, the COVID-19 pandemic has taken the world by surprise. The cost of life is dire.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

JULY 13, 2016

What do a Bank, an Airline, and an Online Retailer Have in Common? Consorsbank is a bank; Lufthansa is an airline; Zalando is an online clothing retailer. Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Q: Are products secondary to service?

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Win the Customer

JULY 11, 2023

The disruptive role of fintech companies and digital banking in simplifying financial transactions and managing money is nothing short of revolutionary. In recent years, the financial landscape has witnessed a seismic shift, driven by the emergence of fintech companies and the rapid adoption of digital banking solutions.

Finance 52

Finance Banking Technology Enterprise 52

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 52

Contact Center Self service Analytics Banking 52

Anexa BPO

SEPTEMBER 15, 2022

Digital behaviors were transformed and redefined as a result of the two-year pandemic. While every sector experienced its own challenges and changes, few were impacted as deeply as the banking industry. Additionally, digital (online and mobile) is now the preferred process for US home buyers to apply for mortgages.

Banking 52

Banking Finance Business Process Outsourcing Government 52

Totango

SEPTEMBER 30, 2022

Whether it’s opening a bank account from the comfort of your couch, navigating an unfamiliar city, or building new relationships, we’re increasingly turning to technology to solve challenges in our personal lives. Using several different tools is a sure sign that there is some way to go on the digital transformation journey.

Finance 88

Finance Analytics Enterprise Banking 88

3CLogic

JANUARY 24, 2024

As organizations are ramping up their digital transformation strategies to meet the immediate and personalized experiences required by today’s customers, it’ s no surprise Conversational AI is emerging as the fastest-growing segment within the contact center space. Or is the opposite true?

Contact Center 64

Contact Center Virtual Agent Self service CRM 64

Talkdesk

OCTOBER 1, 2020

Almost 17,500 US bank branches closed from the beginning of 2014 to the middle of June 2020. Bank branch closures create additional costs for local business owners, making it harder to manage cash flow, maintain productivity levels and contribute to the wider local economy. Even in the digital sphere, clients value a personal touch.

Banking 74

Banking APIs Contact Center Best practices 74

AWS Machine Learning

OCTOBER 26, 2023

This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop. To effectively bridge the gap between the digital and physical world, and to meet the changing needs and expectations of customers, a transformative approach is required.

APIs 98

APIs Technology Banking Customer centricity 98

REVE Chat Blog

FEBRUARY 12, 2020

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.

Banking 76

Banking Customer Experience Chatbots Big data 76

Creative Virtual

JULY 10, 2020

There have been lots of discussions, articles and analyst deep dives into companies’ digital transformations being driven or accelerated by the COVID-19 pandemic and the associated shutdowns and mitigation efforts. In fact, our very first enterprise customer was a large financial services group – and they are still a customer today!

Virtual Agent 52

Virtual Agent Banking Self service Government 52

Uniphore

NOVEMBER 16, 2021

The challenges of the pandemic thrust banks that were struggling to remain relevant and their customers who were still digital holdouts into the same situation: learn how to shift banking activity from in person to online practically overnight. Banking contact center interactions are expected to remain elevated through 2024.

Banking 52

Banking Average Handle Time Contact Center Wait times 52

Comm100

MARCH 6, 2022

Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement. If credit unions want to keep up, it’s crucial they join them on this path towards digital transformation. Current members are digitally-active.

Chatbots 61

Chatbots Banking Surveys Personalization 61

24-7 InTouch

OCTOBER 20, 2023

In today’s fast-paced digital landscape, the financial technology (fintech) industry is undergoing a remarkable transformation, redefining how financial services are delivered and experienced. This is where AI and automation step in. This is particularly vital in maintaining a positive CX during periods of rapid expansion.

Chatbots 59

Chatbots Banking Customer centricity Wait times 59

Avaya

DECEMBER 6, 2017

In financial services, online channels are preferred by 90% of customers ; however, 88% still want the option of a live person for discussing their banking needs. In financial services, online channels are preferred by 90% of customers ; however, 88% still want the option of a live person for discussing their banking needs.

Customer Experience 111

Customer Experience Banking Healthcare Self service 111

Revation Systems

NOVEMBER 5, 2019

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. Building Communication through Digital Transformation.

Healthcare 48

Healthcare Banking Finance Technology 48

Lumoa

APRIL 21, 2022

When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. But if you run a Customer Support function and you are trying to figure out how to transform it, the reality is very far from those nice words. What will your answer be? I can almost picture the scene. You have data.

Customer Support 83

Customer Support Banking First call resolution Self service 83

Comm100

APRIL 21, 2022

Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members.

Technology 55

Technology Chatbots Banking Personalization 55

Comm100

MAY 5, 2022

Digital technology has transformed customer expectations in recent years, and the banking industry is now playing catch-up. Live chat is being introduced across the banking industry to offer customers a more flexible way to connect, but there’s still room for improvement. Top 5 benefits of banking AI chatbots.

Banking 52

Banking Chatbots Accountability Upselling 52

bold360 Blog

APRIL 20, 2020

Oliver Banks, Director and Consultant at OB&Co LTD, joined us recently to talk about how COVID-19 is shining a light on some long-standing issues in retail, how customer behavior is shifting and how we can create moments of CX delight even in the most uncertain times. COVID-19 is shining a light on longstanding issues in retail.

Banking 52

Banking Consulting Consulting Customer Experience 52

bold360 Blog

APRIL 15, 2021

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. Accelerating Digital-First CX. The pandemic accelerated pre-existing digital trends that FSIs had been adjusting to for years.

Self service 52

Self service Banking Multichannel Chatbots 52

Anexa BPO

JANUARY 15, 2023

But there’s another phenomenon to factor into this revolutionary concept: ChatGPT, or Generative Pre-Trained Transformer. This is state-of-the-art natural language processing (NLP) technology, and it is transforming the customer service field. And being able to generate those feelings in a customer is money in the bank for businesses.

outsourcing 52

outsourcing Construction Banking Customer centricity 52

Beyond Philosophy

JULY 24, 2019

Moreover, this latest FTC fine was a follow-up fine from a previous violation. Several years ago, Facebook was slapped on the wrist by the government , who said Facebook needed to protect the privacy of their users. Facebook engaged in an agreement with the government that said, “OK, we will protect people’s privacy.”

Customer centricity 348

Customer centricity Government Morale Advertising 348

24-7 InTouch

MAY 3, 2023

Digital transformation has had a significant impact on the fintech industry , revolutionizing the way financial services are delivered and utilized. This, however, has led to the loss of one-on-one interactions between banks and their customers, making it difficult for these institutions to really know their customers.

Finance 52

Finance Banking Government Accountability 52

Comm100

DECEMBER 13, 2021

In our digital-first world, live chat serves as the perfect solution to achieve this. In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Live chat improves member experience . Live chat improves member experience .

Banking 52

Banking Wait times Surveys Chatbots 52

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. What are banks and other financial institutions doing to regain society’s trust? By Bob McCarthy.

Banking 91

Banking Sales Coaching Management 91

Comm100

MARCH 9, 2022

In this blog, we’ll take a look at the top strategies that credit unions can employ to improve member experience. Live chat’s digital nature also makes crafting a response to customers faster than phone support. This demand for speed isn’t limited to any one generation – it’s felt across all demographics.

Banking 71

Banking Wait times Education Technology 71

Revation Systems

APRIL 23, 2018

As the use of the term digital transformation has become more commonplace, many wonder if it is here to stay, or if it is merely another buzzword that will soon be a distant memory. What exactly does the term digital transformation even mean? Response to Digital Transformation. To cite Robert E.

Banking 59

Banking Healthcare Big data Technology 59

kommunicate

JULY 17, 2019

Most banks and financial management companies compete to attract customers by offering high-interest rates, lower fees, and digital services. While these aspects vary in negligible amounts from bank to bank, how does a customer single out one? The answer lies in providing a better customer experience in banking.

Banking 40

Banking Customer Experience Management Customer Service 40

bold360 Blog

APRIL 28, 2021

What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? Like many businesses during much of 2020 with customers impacted by COVID-19, the UK bank saw spikes in customer service demand. The bank was seeing around 40,000 website visits and handling about 1,000 live chats daily.

Banking 52

Banking Chatbots Average Handle Time Wait times 52

Anexa BPO

OCTOBER 7, 2022

In every industry including home improvement (Home Depot), banking (JPMorgan Chase), the restaurant industry (Starbucks) and apparel (Nike), companies have made public announcements stating that personalized and seamless omnichannel experiences are at the core of their corporate strategy. Twenty percent involves the correct data.

Marketing 52

Marketing Engineering outsourcing Banking 52

Cisco - Contact Center

DECEMBER 10, 2019

Artificial Intelligence Transforming Call Centers. The proliferation of digital social tools within clients is driving the urgent need to upgrade a traditional voice only call center into a modern Digital Omnichannel Contact Centers and this certainly represents the perfect timing to plan the insertion of Artificial Intelligence.

Interactive Voice Response 76

Interactive Voice Response Call Center Contact Center Self service 76

bold360 Blog

JULY 9, 2020

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions.

Banking 52

Banking Chatbots Customer centricity Technology 52

AWS Machine Learning

FEBRUARY 6, 2023

This blog post is co-written with Bruno Mateus, Jonathan Diedrich and Crispim Tribuna at Talkdesk. The benefits of Amazon Lex and Talkdesk CX Cloud are exemplified by WaFd Bank , a full-service commercial US bank in 200 locations and managing $20 billion in assets. Dustin Hubbard, Chief Technology Officer at WaFd Bank.

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Cloud contact Self service Contact Center Virtual Agent 67

bold360 Blog

AUGUST 3, 2020

The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions.

Banking 52

Banking Chatbots Customer centricity Technology 52