Consumers are banking through more channels than ever before, according to new research released by Verint(R) (NASDAQ: VRNT), The Customer Engagement Company™. Consumers surveyed in March 2021 used an average of 4.1 channels, while Generation X (Gen Xers) banked using an average of 5.3 channels.
The study also shows growing adoption and usage of micropayment apps. Use of micropayment apps has increased since 2020, with twice as many customers using Venmo and Zelle and nearly three-quarters of all respondents using PayPal – but consumer concerns about trust related to use of these services remains a barrier.
Trust increases significantly when these apps are operated through the customer’s bank, but trust is still an issue particularly for older generations. While 39% of Millennials and Gen Xers use these apps more now than in 2020, Baby Boomers remain wary and are less likely to trust the bank's app, and 46% of Baby Boomers don't use these apps at all.
A significant percentage of banking customers tried a digital-first, self-service approach to engaging with their bank during the pandemic – 75% to resolve an issue, 73% to open an account or apply for a new product or service, 73% to gain information on a new product or service, and 60% to conduct a transaction. However, the high rate of digital self-service failure is forcing consumers to escalate to the contact center, chat, email, drive-thru or branch locations.
....NOTE - content continues below this message
INVITATIONWe invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!
>>>>> FIND OUT MORE: HERE
Ease of digital banking and availability of security measures are among the top consumer priorities. Nearly two-thirds (63%) of consumers leverage fraud alerts. Of those not using this feature, 40% didn’t know they were available, while 21% said they didn’t know how to sign up.
American Express, U.S. Bank, Citizens Bank, and Wells Fargo showed the largest year-over-year gains in customer satisfaction (CSAT), but all top 15 banks included in the evaluation showed improvement in this key metric, highlighting the industry’s proficiency in navigating a tumultuous year while continuing to deliver excellent experiences. When measured using a predictive methodology, higher CSAT drives loyalty, trust, and recommendations. American Express, TD Bank, and U.S. Bank also showed statistically significant increases in Net Promoter Scores(R) (NPS).
"Banks have just been through one of the most challenging years in recent history, and this arduous landscape is unlikely to change anytime soon," says Verint’s Kevin Daly, global vice president and GM, experience management. "Our research shows that as customer experience grows more important every year, the realm of customer engagement and customer experience is getting harder to navigate. Customer journeys are more complex and expectations are higher than ever. The largest banks in the U.S. have found a way to stay on top over the past year but will need to stay vigilant. Meanwhile smaller banks will have to work twice as hard to compete."
The research is based on the Verint Experience Index™: Banking benchmark survey of consumer satisfaction with 15 banks and includes CSAT and NPS rankings. Consumers were surveyed in March 2021, allowing for comparisons to customer experience in 2020, both just before and just after the pandemic started.
Banks were evaluated on their proficiency across five key drivers that impact customer satisfaction using Verint’s predictive model: branches (convenience, location variety, service level); confidence (transaction accuracy, security, protecting PII); products (meet financial requirements, flexibility, clarity of terms); representatives (understanding, responsiveness, resolution); and services (account management, access, simplicity).
Posted by Veronica Silva Cusi, news correspondent
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - mission-critical insights for achieving strategic goals. Verint solutions are used in global and diverse markets, including: governments, law enforcement, and transportation; global corporations and financial institutions; retail and gaming establishments; and telecommunications and utility providers.
Published: Wednesday, July 28, 2021
|1.)||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.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...