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News : Bankwest Announces Cross-platform Customer Chat App

#contactcenterworld, @bankwest

Perth, Australia, Aug 6, 2018 -- Bankwest announces a new cross-platform messaging service that will allow customer conversations with its staff to continue across multiple devices and sessions, removing the call centre frustration of lengthy repeated phone calls.

The new in-app messaging service has been developed over the past year alongside Nasdaq-listed LivePerson.

It will allow customers to get their questions answered via a human operated messaging service within their banking app. However, it operates in a similar vein to an ongoing WhatsApp or instant messaging conversation with the bank, whereby a chat can be resumed on different devices and in different sessions if it isn't immediately resolved.

"It doesn't mean that existing channels necessarily disappear – because there are customers that still want to use those. But as new channels emerge across other industries and other services, it's essential that we're at the forefront of providing those for our customers too," Mr Weir said.

"There has been the age-old problem when dealing with an institution of going back and having to repeat yourself all over again every time you make contact, but we are looking for a frictionless experience. There are newer digital native organisations that do this really well and that then becomes the expectation for customers across any organisation."

Last month, Commonwealth Bank of Australia-owned Bankwest blamed customer preference for mobile banking over in-branch options for a surprise decision to close 29 branches along the east coast at the expense of 200 jobs.

"We know we can't match the major banks' nationwide footprint and also deliver world-class digital services, so we will prioritise digital channels and broker relationships," managing director Rowan Munchenberg said in a statement at the time.

Despite saying the bank is confident in the security of the app, Ms Tovey said there were some requests, such as changing contact details, which would not be allowed through the conversation app, in order to ensure this wasn't done improperly.

"We wouldn't do this in case a customer was using a phone that had wiped the security or had been hacked," she said. "But the messaging itself is absolutely authenticated and has secure elements associated to it, so we know who we're actually chatting with."

LivePerson Asia Pacific boss Andrew Cannington said the work that Bankwest had done in creating an in-app experience that was similar to the everyday consumer behaviour of sending iMessages or SMS, was a first in the financial services sector.

"In bringing together in-app and web messaging, and being able to move seamlessly across those platforms. It's really quite a revolution in customer service," he said.

"We have over 200 brands scaled in asynchronous messaging in conversational commerce around the world and there is only one other brand that's done something similar, which is one of the greatest innovators on earth – it's T-Mobile.

"We have a large number of financial services clients around the world travelling down the path Bankwest is going, with notable ones Royal Bank of Scotland, HSBC, Citi, Lloyds and Visa ... they are all trailing where Bankwest is in the financial sector at the moment."

#contactcenterworld, @bankwest

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.afr.com


About BankWest:
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Today's Tip of the Day - SWAT Team

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

Published: Tuesday, August 7, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
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.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

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