If there is one word that defines the financial or insurance contact center, it is "stakes."
While all customer-centric businesses are urged to recognize that every customer is important and every transaction is paramount, the sell is considerably easier within the financial and insurance spaces. There, contact centers are literally responsible for managing their customers’ livelihoods, and the consequences of failure directly affect customers’ wellbeing.
The significant, personal implications tied to even the most basic financial interactions positions trust at the center of the equation. Whereas trust represents an obvious - and often important - differentiator in product-driven contact center environments, it represents the core of the financial services and insurance offerings. If customers cannot get the organization to handle each interaction responsibly, reliably, accurately and securely, they cannot even consider moving forward with a business relationship.
Desirable in most cases, perpetual access is imperative in the financial services sector. Because there are no strict rules about when one will encounter an issue related to his financial or physical well-being, there can be no strict rules about when one can interact with support from his financial services or insurance provider. And insofar as the issue can be simultaneously urgent and comprehensive, instant access to an agent or system capable of quickly handling a complex, high-touch is a required ingredient in this particular flavor of "always-on" care.
Personalization also takes on a new meaning in the context of finance and insurance interactions. Whereas many organizations can get away with using broad customer profiles to establish their customer-centricity, financial and insurance institutions must, in all situations, tailor their experiences to the specific, intricate tastes, behaviors, sentiments and characteristics of individual customers. Personalization becomes a matter of precision.
Like those of all industries, finance and insurance contact centers routinely engage in sales and support interactions.
Unlike those of many industries, the scope of their contact centers does not end there. Concerns related to fraud, security, privacy and the sheer nuance of managing issues on a microscopic, personal level necessitate a comprehensive approach to the contact center function.
Segments commonly included in the finance and insurance contact center mix:
All segments must be present in every available contact channel, possess live person and self-service options and be tailored to specific customer types (individuals, high-net-worth investors, business, etc).
Trust and personalization, two of the key tenets of optimal financial or insurance interactions, combine to form the most fundamental challenge associated with the industry’s contact centers.
Because the data involved in industry interactions is so significant and personal, the need for stronger security, privacy and reliability is paramount. Even the slightest inclination that data is at risk of compromise will irreparably destroy a customer’s willingness to continue his relationship with a financial or insurance institution.
And the risk does not simply apply to the organization’s standing with customers. Heavily regulated, finance and insurance organizations are responsible for assuring that they maintain compliance even as personal customer interactions transition to more public forums.
Collectively, the data security challenge bottlenecks organizations’ efforts towards the creation of an omni-channel customer experience. Aware that convenience and customer preference are important, these organizations want to offer comprehensive service in social, web and mobile channels, but the matter of data limits the extent to which they can do so.
The complexity of finance and insurance contact centers also creates challenges in today’s omni-channel world. The variety of contact center functions necessitate an often simultaneous need for specialization, efficiency and efficacy. Establishing the staff and systems needed to deliver on those tenets - regardless of when, where, how or why the customer is contacting - is no walk in the park.
Because of the intricate, personalized nature of interactions in the finance and insurance industries, "traditional" contact center metrics like average handle time are inappropriate benchmarks of performance. On the other hand, the urgency often associated with financial transactions means that efficiency is particularly important. Juggling the need to keep interactions seamless and painless without driving agents to rush through calls is an ability that will separate functional finance and insurance contact centers from elite ones.
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Published: Thursday, March 5, 2015
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
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|3.)||Alcor Consulting, Inc.|
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
|5.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
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AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
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INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
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CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
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|10.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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|11.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
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Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.
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|13.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|14.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
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Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
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Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
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Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
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Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:
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CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.