From a customer’s perspective, calling into a contact center has changed little in decades. That is due to the fact that most companies still utilize antiquated Interactive Voice Response (IVR) systems. These systems can be difficult to interact with leading most customers receive a slow and inefficient experience.

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It’s the Catch 22 of the call center; how do you reduce call volumes without compromising customer service or the operation’s budget? For a long time this tension appeared to be unsolvable. Then there was the bright idea of moving the call center offshore, where the costs were much less. But as we all know too well, this idea hasn’t converted well into practice, as Western customers can’t understand accented agents, and policy changes from HQ don’t transfer well across the globe. The Internet of course helped, but then only to a point, as customers had no hope in being able to actually resolve any issues by just using the company web page.

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The ecosystem environment of an omnichannel banking solution empowers operations; minimizing time and effort for agents and administrators as it does for customers. The dynamic capabilities of omnichannel banking means that financial institutions who are seeking to differentiate from their competition, can now offer the ability to expedite mortgage application processes. Doing so, without compromising process requirements or costs, while building on the quality of their customer service.

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For most customers, the peak of their interaction with an insurance company, happens when they submit a claim. The insurance claim process is a key touch point in the customer life-cycle and a critical period when the insurance agency has the opportunity to forge a sense of customer loyalty. Yet most insurance companies fail to meet customer expectations at this critical juncture. Setting loose a cycle that ultimately leads to customer abandonment to the competition.

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By centralizing all customer interactions into an integrated digital engagement platform, companies can create quality call centers that improve the customer experience.  

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In our previous blog we addressed how to improve the customer experience on your website, an important start to prevent customer abandonment. In this blog we address the tools available to support the onboarding process that customers access once they decide to purchase.

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In the previous blog we discussed what is customer abandonment and how prolific it is across industries, in this blog we review a number of techniques to prevent abandonment from happening.

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In this unique blog series we address customer abandonment. A major issue for companies globally, as it detrimentally affects potential profit gains.  Follow us as we analyze why it happens and more importantly, what you can do to stop it.

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Now more than ever, customers have the freedom to move between competitors as they increasingly “shop around” to get the most competitive products and services. Customer loyalty is no longer just won, but earned and maintained through the quality of an organization’s customer experience strategy.

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Digital self-service enables financial institutions including banks, asset managers, credit card issuers and insurance companies to deliver a new engagement model that transforms simple calls into powerful, visual and digital interactions.

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The telephone has always reigned supreme as the standard medium for call center communication. Yet 2019 is fast approaching and bringing with it a raft of new digital communication technologies. Both companies and customers have an unprecedented degree of digital power at their disposal. While companies have advanced back-end intelligence systems, customers have smartphones that represent a portable interactive gateway to the world beyond. Yet, despite the digital capability available, the tools that are being used to actually make the connection between the agent and customer are often antiquated and off the digital grid, such as phone calls, letters and at best, emails.

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The introduction of advanced biometric authentication technology has enabled large companies such as banks, insurance providers and credit card companies to provide a robust verification process that is easy to use while ensuring the highest protection of customer data.

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Call center executives must realize that the ability to optimize first contact resolution lies with effective digital services.

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There is a lot of untapped potential in digital technology still to be realized by outbound sales teams. In this case study, we provide an example of how far a customer engagement platform can take you.

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“In order to make money, you have to spend money.”

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Conversational IVR: For those who prefer to interact with their voice, rather than their fingers

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To make their digital offering more attractive, companies need to look at their customers not as a homogenous body anxiously waiting to be digitally transformed, but as four distinct groups, each requiring their own unique approach.

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All over the world, retail banks are taking the lead in digitizing customer service.

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By: Yoel Knoll

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Selecting the appropriate Visual IVR solution is not as easy as it can seem, here are some important aspects to keep in mind as you shop around.

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Common questions we hear from our prospective clients - and our thoughts about them.

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These five useful tips can help companies achieve digital transformation and get more value out of their digital assets.

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7 out of 10 financial services customers start their journeys on digital but then jump off to traditional (and expensive) call center interactions. What’s behind this digital attrition, and what can we do to improve ongoing digital adoption rates?

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New survey finds 80% of consumers would use Visual IVR for their customer engagement needs.

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About two decades ago, as global networking technology made it possible, it was a no-brainer to cut contact center operations costs by establishing contact centers off-shore in low-cost countries.

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So far, 2017 Hurricane Season is one of the worse ever recorded. Eventually, after the storms pass, insurance claim processing centers will need to deal with a new type of flood.

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Why people still prefer voice conversation over digital technology - and why that's about to change.

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