Banking customers in the U.S. prefer localized, personalized services to be at the center of their relationship with their financial services institutions, according to a new international study by BT and Avaya.
The study – which reflects results of a survey of more than 2,000 financial services customers in the U.S., U.K., Germany and Spain – found that despite the growing use of telephone and Internet banking in recent years, two-thirds (66 percent) of U.S.-based customers see their local branch as the most vital link with their bank – second only to cash machines.
The results indicate to financial services institutions developing multichannel customer service strategies that U.S. customers want the same personalized service that local branches deliver, regardless of whether the interaction is taking place in person, on the phone, using the Internet or a mobile device.
Looking to the near future, 32 percent of U.S. consumers would like to use web chat when browsing financial websites, 24 percent would be happy to use click-to-call and 14 percent would like to use video chat. Mobile banking is gaining popularity as well, with more than one-quarter (27 percent) of respondents already trying some form of it and 34 percent of U.S. consumers eager to make mobile payments. The call center, however, remains the preferred first stop for resolving a complaint or issue.
Tom Regent, President Global Banking & Financial Markets and Sales & Marketing, BT Global Services, said: "Despite this being a tough time for financial services institutions, these results show they can strengthen trust and build stronger relationships with their customers by delivering truly local and personalized services through every channel they have. Innovations in customer service technology can help them achieve this. Whether it’s in the branch or through remote channels such as mobile banking, technologies now exist that can link up customers to the right people and the right information in a cost-effective way.
"We know financial services institutions want to give their customers the most rewarding and enjoyable experience possible, but banks in particular are facing some of the toughest challenges of any sector and they have to prioritize investments that deliver to the bottom line. BT can help them achieve this at the branch level as well as in the multichannel contact center and deliver the service their customers demand," said Regent.
The study found that 55 percent of U.S. consumers have a strong relationship with their bank. Seventy-four percent of U.S. consumers say good service improves loyalty, which is the highest of the four countries surveyed (71 percent for the UK, 66 percent for Spain and 58 percent for Germany).
U.S. consumers also seemed more satisfied than other countries surveyed with customer service, with only 35 percent saying they wait too long on the phone to get through to a call center (versus 41 percent for the UK and 45 percent for Germany) and only 27 percent feeling that they wait too long to have a complaint resolved (versus 49 percent for Spain, 34 percent for the UK and 31 percent for Germany).
Kevin Reilly, Global Financial Services Vertical Leader, Avaya, said: "While the frequency of customers visiting the branch is declining, the importance of those visits is increasing. Customers are also very clear that they still want that personal service, tailored to their specific needs at the time regardless of the method or channel they choose. Mobile and Smartphone apps can now offer unparalleled levels of personal contact between a financial institution and its customers. It’s important to note, however, that inherent in the expanded opportunities to engage with a customer is also an opportunity to fail, especially if a consumer experiences inconsistent service and information when using different channels."
The research exposed further cultural trends, which suggests that the more technologically advanced we become as consumers, the less tolerant we’re going to be of poor customer service in personal finance. The research found that:
-Spanish consumers are using mobile browsers, smartphone apps, email and text messaging for banking more than most1 – but they have to wait the longest to apply for a new account2
-Germans seem more focused on getting the best possible deal than quality of service3
The U.S. has the most competitive market and U.S. consumers seem the most satisfied with service and interactions.4=
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all UK customers, network services and solutions for communication companies, worldwide business solutions, internet services, and advanced research and technology.
Published: Thursday, April 19, 2012
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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.
iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
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Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
Aculab Cloud CPaaS
ACULAB Technologies is communication enabling company assisting our customers in all verticals with business and mission critical solutions to communicate securely and efficiently internally and for their customers and partners. We have a robust CPaaS (Communication Provider as a Service) supporting all methods of communications; sms, voice, data, etc. promoting fraud mitigation, improvement of identity and customer experience. We have a best of breed Voice & Face Recognition Biometrics Identity Solution and AMD- Answering Machine Detection. Key sectors are Contact Centre, IVR, Voice Broadcast, Conferencing, Healthcare, Finance, Insurance, Emergency Services and Defense/Government. www.aculab.com.
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.
|6.)||Alcor Consulting, Inc.|
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.
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Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.
Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
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The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
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AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
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INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
|14.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.
|15.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
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Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.
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|17.)||Cloud Call Center Search|
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|18.)||Cloud IT Services GmbH|
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:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
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