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Bank Leumi

Bank Leumi

CallVU’s Advanced Digital Engagement Hub allows Bank Leumi to offer a wide range of self-service channels and maintain its leading digital banking position

Leumi is spearheading advanced digital banking and offers one of the most advanced digital services portfolio in the global banking industry. Simplifying customer experience through digital channels allows the bank to create a more intuitive, innovative and affordable way of banking.

CallVU’s platform serves Leumi’s digital vision. Using its advanced feature set, the bank is able to divert more activity into digital channels, shorten the duration of service calls and significantly increase first-call resolution – whilst streamlining back-office operations.

“As a leader in digital banking, it’s important for Bank Leumi to partner with companies that share our vision about digital transformation,” said Eyal Perry, Head of the Technology and Direct Banking Department at Leumi’s Retail Division. “CallVU’s technology bridges the gap between digital and non-digital assets and allows Leumi to continue to provide its customers with the best quality of service and the best user experience. We’re very happy with the results we’re seeing and plan to rollout new services in the near future,” concluded Perry.

Customer Profile

Bank Leumi, established in 1902, is one of the leading financial corporations in Israel, providing comprehensive banking services and commanding an approximate 30% domestic market share. Leumi operates branches throughout Israel, in addition to a presence in key financial centers across the globe, including London, New York, Palo Alto and Shanghai. In 2017, Leumi reported a net profit of NIS 3.2 billion ($922 million) with total assets under management reaching NIS 1,425 billion ($411 billion).
Leumi is leading the way for innovation in Israeli Banking. Today, ‘Leumi Digital’ spearheads the digital banking field in Israel, with a wide range of innovative online banking services based on cutting-edge technologies.

Business Needs

  • Increase digital adoption
  • Improve contact center operations (AHT, FTR)
  • Reduce the volume of inbound calls to the contact center
  • Empower agents with collaboration and content sharing tools
  • Improve customer satisfaction over digital channels

CallVU Solution

  • App-free Visual IVR
  • Agent-user collaboration
  • Digital forms / digital approval generator