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News : TD Recognized as Market Leader in Digital Customer Engagement by Industry Banking Reports

#contactcenterworld, @td_canada

Toronto, ON, Canada, June, 2022 -- New reports from data.ai, Comscore, and Touchpoint Group/Curinos, place TD Bank Group (TD) in the top spots in Canada across several digital consumer, engagement, adoption and experience categories. With an increased number of Canadians using digital channels to meet their banking needs, TD's recognition as a leader in these key categories further validates the Bank's continued commitment to providing digital solutions for its customers.

"Developing a deeper understanding of our customer needs and preferences, especially in this current environment, has been critical," says Rizwan Khalfan, Chief Digital and Payments Officer, TD Bank Group. "We are focused on meeting the evolving needs of our customers and continuing to deliver personal and connected experiences that help them bank when and how they want."

According to data.ai (formerly App Annie), a Unified Data AI company, the TD app is the top banking app among Canadian banks, holding the first spot in a number of key mobile categories, including:

Based on reports from data.ai, the TD app is the Most Used Canadian Retail Banking app as measured by the number of average monthly active users (MAUs). In addition, TD has held the top spot for MAUs for the past eight years. The TD app is also the Most Downloaded Retail Banking app in Canada and has been the industry leader in new monthly downloads based on data collected by data.ai for 28 consecutive months between September 2019 – December 2021.
TD was also deemed by data.ai to be a market leader among the Big 5 Canadian bank apps for mobile user "stickiness" as determined by open rate and average active days, and "audience attention" which is determined by tracking both average MAUs and average time per user.

According to Comscore, a global media measurement and analytics firm, TD is the #1 digital bank in Canada with the highest digital reach among adult Canadians. Further, Comscore noted TD's digital leadership across both online and mobile properties in Canada, leading in the Canadian Digital banking space in a number of areas, including:

Highest web-traffic among Canadian banks for unique visitors.
Ranked #1 for both unique visitors and mobile web engagement (e.g. total time spent).

According to Mobile Customer Experience Analytics, a partnership between Touchpoint Group and Curinos, TD is the highest rated app among Canadian Big 5 banks based on engaged customer feedback during the past 12 months. During the most recent 6-month period, the TD app outperformed apps from other leading Canadian banks in a number of areas. TD customers identified the following key attributes of the TD app:

'Ease of use;' the app is 'speedy' and 'simple to navigate'
Strong overall customer satisfaction
Offers a positive banking experience with services such as mobile cheque deposit

"As a customer-focused organization, we're always looking to bring innovative experiences forward across our digital platforms. We continue to work on creating new capabilities and keeping the digital customer experience at the core of our thinking," says Khalfan.

#contactcenterworld, @td_canada

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca

About TD Canada Trust:
TD Canada Trust is the personal, small business and commercial banking operation of the Toronto-Dominion Bank (TD) in Canada. TD Canada Trust offers a range of financial services and products to more than 10 million Canadian customers through more than 1,100 branches and 2,600 ATM Green Machines.

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

More Editorial From TD Canada Trust

Published: Friday, July 1, 2022

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2023 Buyers Guide
Get Listed
Speech Technology

1.)

Premium Listing

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.

2.)

Aculab

VoiSentry
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

3.)

Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.)

Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

5.)

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)

6.)

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.

7.)	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.

8.)

Medallia

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

9.)

Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

10.)

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)