San Francisco, CA, USA, Oct, 2022 -- Talkdesk, Inc., a global contact center provider for customer-obsessed companies, and WaFd Bank (NASDAQ: WAFD), a full-service commercial U.S. bank, are working together to lead faster innovation and better service for banking clients by leveraging the Talkdesk Financial Services Experience CloudTM for Banking, a purpose-built customer experience (CX) platform for industry-specific needs.
WaFd encompasses more than 200 locations across eight Western states and offers a full range of banking services. A century-old establishment, much of WaFd’s staying power can be credited to its commitment to customer service.
In recent years, WaFd has been on a digital transformation journey, which called for an overhaul of its contact center platform. The company’s legacy system was disparate, outdated, and lacking in features, functionality, and reporting. In the search for a new solution, WaFd required use with Amazon Lex, a fully-managed artificial intelligence (AI) service with advanced natural language models, to support voice and chat functionality for login, account lookup, and internal transfers. Through a long-standing relationship with AWS and the open platform design of Financial Services Experience Cloud, Talkdesk allowed WaFd to maximize its Amazon Lex investment and accelerate CX transformation.
"WaFd is creating a digital-first banking experience with advanced capabilities like AI and voice authentication to address key friction points in the customer journey and offer simple-to-use options for service and support across any channel or device," said Dustin Hubbard, chief technology officer, WaFd. "With Financial Services Experience Cloud and Amazon Lex together, WaFd is primed to meet our clients’ expectations today through intelligent, connected, and secure interactions while having a foundation in place for tomorrow’s CX challenges."
"In a fiercely competitive industry, financial services organizations must constantly innovate to attract and retain customers," said Andy Flynn, senior vice president, industries strategy, Talkdesk. "WaFd’s longevity is built on exceptional service and the ability to continuously reinvent new and better ways of doing business. Talkdesk looks forward to working with WaFd and AWS to raise the bar for banking experiences ever higher."
"More and more financial services organizations are leaning on AWS’s scale, performance, and breadth of AI capabilities to drive innovation and customer success," said Vasi Philomin, vice president of AI Services, Amazon Web Services. "Establishing highly efficient contact centers requires significant automation, the ability to scale, and a mechanism for active learning through customer feedback. By using Amazon Lex, in collaboration with Talkdesk, WaFd has built a strong foundation of providing excellent customer service by helping them respond to customers faster, resolve requests more easily, and improve overall customer experiences."
Posted by Veronica Silva Cusi, news correspondent
Talkdesk Enterprise Contact Center Platform empowers companies to make customer experience a competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world with thousands of seats, including IBM, Acxiom, and Zumiez rely on Talkdesk to power their customer interactions.
Published: Friday, October 21, 2022
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