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Industry Research : CGI Survey Findings Confirm Urgency for Banks to Deliver Value-add Services and Evolve their Business Models

#contactcenterworld, @cgi_global

CGI (TSX: GIB.A) (NYSE: GIB) released a new report, "Today's Financial Consumer: Open for Business," covering the results of its 2017 Global Financial Consumer Survey. Now in its fourth year, the survey assesses and provides insights into how consumers view their primary financial service providers, along with what consumers want and expect from their providers in the future. This year's survey includes the views of 2,250 respondents across 9 countries.

Overall, the survey's findings show an increasing willingness among consumers to move to financial service providers that offer more value-add services, such as advice, rewards and personal finance management. The findings highlight the urgency for traditional banks to accelerate their service and innovation agendas to retain and grow profitable customer relationships in the face of increasing competition from nimble and innovative bank and non-bank competitors. Incumbent banks have an opportunity to accelerate innovation through partnerships with third-party providers, including FinTechs, as well as established technology firms, to take full advantage of new opportunities and rising consumer expectations.

Security remains a top concern for consumers, creating a competitive advantage for banks that invest in greater protection capabilities, as well as in building a reputation for security. Further, the survey confirms the growing opportunity for banks to provide a holistic channel strategy that brings together digital and personal services.


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Consumers remain interested in receiving new, innovative digital services, ranging from 33% who perceive value in robo-advice to 80% who are interested in services that enhance protection from fraud and identity theft. However, provider preference is shifting among consumers. While a majority of consumers still prefer to receive new services from their current primary bank, in just 12 months, there has been up to a 15% decline in the number of consumers who prefer to receive new services from traditional bank providers. More strikingly, the survey confirms that over half of respondents are open to using third-party service providers for everyday banking services such as "looking for advice on financial products" or "resolving a fraud or security issue."

Consumers continue to put a great deal of trust in traditional retail banks, with 61% holding them ultimately accountable for moving, storing and protecting their money. However, traditional banks face challenges as the banking marketplace becomes more open to new competitors, enabling non-bank financial providers to compete directly with incumbents. Incumbent banks face the challenge of protecting their margins from non-bank competition that operate with new business models, while bearing the costs of maintaining their traditional banking infrastructure. Further, survey findings indicate that consumers continue to hold traditional banks responsible for anything that goes wrong, even when they are using a third-party service provider.
Other key survey findings include:

- 73% of consumers are open to using a single bank account for all payments linked with a mobile app without having the option of using alternative accounts

- 40% of consumers don't mind where their money is stored as long as they have access

- 43% of consumers would rather have a single mobile payments service across accounts rather than one per account

Two out of three consumers feel they have lost a personal connection with their bank, yet two out of three consumers also feel long-term relationships with their banking partner is important. This dichotomy creates a significant opportunity for banks that are ready to pursue customer-centric strategies—strategies that combine relevant and personalized digital services with personal services through both in-person (branch) and remote channels (phone, video, and chat). The opportunity and urgency to respond is especially pressing given that more than half of consumers are willing to switch to new providers for value-add services.

"With the advent of open banking fast approaching, leading banks are leveraging their strengths in terms of customer access and trust while pushing into new innovative services through partnerships with third-party providers, including both FinTech startups and established technology firms," said CGI's Kevin Poe, Vice-President, Global Retail Banking. "Banks are increasingly relying on CGI to help them prepare for a digital-first future. Through partnership, innovation, and service excellence, CGI transforms legacy technologies and operations and supports bank in embracing the exciting opportunities that are revealed as they move towards truly customer centric strategies."

#contactcenterworld, @cgi_global

Posted by Veronica Silva Cusi, news correspondent
Source: CGI


About CGI Group:
Company LogoAt CGI, we are in the business of satisfying clients. For more than 35 years, we've partnered with U.S. defense, civilian and intelligence agencies to support their mission-essential needs at every stage of program, product and business lifecycle. As a global leader in information technology, our portfolio of services is customizable to meet the unique needs of our federal clients. We deliver end-to-end services and solutions including application management, infrastructure management, systems integration and consulting, business process services, and cloud computing.
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Today's Tip of the Day - Assisted Transfers

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

Published: Wednesday, January 17, 2018

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2021 Buyers Guide 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.) 
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.

3.) 
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.

4.) 
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)

5.) 
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.

6.) 
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.

7.) 
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.

8.) 
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

9.) 
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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