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News : Australian Customers Prefer Digital-First Approach to Banking Services

#contactcenterworld, @Avaya

Sydney, Australia, Aug, 2017 -- Australian customers would prefer to resolve their basic banking issues without having to deal with a human being, according to a new survey by market researcher, YouGov. The Avaya-commissioned Customer Experience in Banking 2017 report indicates that Australians’ most-preferred method of contact with their bank would be via the website, while a third, 34 per cent, regularly use mobile banking apps, more than their counterparts in the UK and UAE.

The survey covered more than 5,000 banking customers in four countries – Australia, India, the UK, and the UAE. Given the choice of only one channel, 28 per cent of the 1,153 Australians surveyed would prefer access to a complete list of services via their bank’s web site, only speaking to a person if they really have to. Likewise, 19 per cent would prefer to use a mobile app, while eight per cent would choose to access services through the contact center application. More than half, 54 per cent, regularly use online banking, behind only the UK’s 60 per cent, while only 36 per cent usually visit their branch, the joint-lowest with the UK.

Unsurprisingly, younger generations of Australians are more likely to use mobile services, with 58 per cent of 18 to 24-year-olds and 53 per cent of 25 to 34-year-olds regularly using mobile apps, compared to just 13 per cent in the 55+ category. Interestingly, 57 per cent in the latter group use online banking, while just 45 per cent of 18-24-year olds do.

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Still, the YouGov study found that traditional interactions continue to hold a place in the financial services industry. In fact, 22 per cent of Australians prefer to visit branches, a figure led by older respondents, with a third of over-55s selecting that option. While more than half, 51 per cent, of Indian respondents said they regularly visit their branch, the highest of the four countries surveyed, only 13 per cent said they prefer to do so – by far the lowest of the four.

"The financial services industry (FSI) has typically led technology adoption and digital services – in part due to available capital, but primarily because a highly-competitive market creates constant pressure to exceed the expectations of demanding consumers," said Peter Chidiac, Managing Director Australia and New Zealand, Avaya.

"Customers see value in more than just rates, meaning banks and other financial organisations must provide an experience that aligns to the daily lives of their consumers. To meet those expectations, they have to optimise traditional transactions while enabling interactions across the latest platforms and introducing innovations such as artificial intelligence (AI)."

Regardless of how they choose to contact their bank, the most important issues for Australian customers is that they get the same level of experience and service, and that their problem is resolved on the first point of contact. The most common customer complaint is being kept waiting for a long time on the phone, cited by 21 per cent. This may explain why less than a quarter, 23 per cent, of Australian respondents regularly call a contact center.

"Consumers are looking for fast resolutions, and within reason, hope for an answer within the first point of contact," said Chidiac. "The problem is that some contact centre agents in financial institutions aren’t prepared to deal with a wide range of enquiries, especially in omni-channel environments. Contact centre agents need to be equipped to deal with enquiries no matter which platform the consumer is using to make contact, and importantly, the interaction must be able to shift across platforms without forcing the consumer to explain their issue repeatedly."

#contactcenterworld, @Avaya

Posted by Veronica Silva Cusi, news correspondent
Source: Avaya


About Avaya:
Company LogoAvaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

About YouGov:
Company LogoFounded in May 2000, YouGov is a professional market research agency pioneering the use of the Internet and information technology to collect higher-quality in-depth data for market research and public consultation.
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Today's Tip of the Day - Do Your Agents Have All The Right Tools?

Read today's tip or listen to it on podcast.

Published: Tuesday, August 15, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
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.
PH: +1 512-872-7565

2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

4.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

5.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

6.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 
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