News : Tangerine Bank to Launch Real-Time Secure Chat in Canada
#contactcenterworld, @Genesys, @tangerinebank
Toronto, ON January 7, 2016 -- Tangerine is pleased to announce the launch of Secure Chat, a brand new service feature that will allow Clients the ability to interact securely with the bank over a real-time chat session. Available through Tangerine’s website and soon on its Mobile Banking app, Secure Chat provides a means for Clients to have typed conversations with Tangerine Associates about confidential banking matters that previously could only be discussed over the phone.
"We use new, safe and secure technologies to transform the client experience and to help Canadians live better lives," says Peter Aceto, President and CEO of Tangerine. "Whether you want to become a new client or access your hard earned money, it’s never been a better time to be a Tangerine client. We are very proud to be the first bank in Canada to have the technology in place to offer this Secure Chat feature."
Now available on its website in English and French, Tangerine’s Secure Chat feature uses Genesys technology and operates on a customized platform that was built in partnership with IBM. Clients can initiate a chat session, found under the "Contact Us" section on the website, when they are already securely logged into online banking, without going through any additional security screening steps. Secure Chat on Tangerine’s Mobile Banking App will operate the same way and is expected to be available in the coming months.
"As we work on new technologies to improve and personalize customer’s digital interactive experiences, we know that chat features are the future when it comes to convenience and preference," says Charbel Safadi, Global Business Services Partner and Chief Technology Officer for IBM in Canada. "We’re excited to be working with Tangerine who continues to drive financial service innovation by offering a secure chat technology and exposing it to multiple channels including mobile devices and online banking to further enhance digital engagement and convenience for Tangerine clients."
Posted by Laura Collins, Editorial Management
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Customer Experience is the heart of every business! Genesys, a provider of omni-channel customer engagement and contact center solutions can ensure you provide the best experience possible. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC) and Registered Retirement Savings Plans (RRSP), mutual funds, mortgages and a no-fee chequing account.
Published: Friday, January 8, 2016