Banks and financial institutions require contact centers for activities such as debt collection, loan servicing, telemarketing services, and customer care. Further, digitalization has transformed today’s customer’s habits including conducting banking activities. Predicted by a leading contact center analytics vendor, customers now conduct more than 50% of all transactions outside the branch through channels such as web, chat, mobile, and social media, and this number is estimated to reach 75% by 2020. Customers now expect seamless multichannel access to their banks through digital touch points. This ability to provide their customers with multiple digital touch points has become a differentiator in the BFSI industry, and requires retail banks and financial services organizations to invest significantly in digital channels. This digital touch points provide major opportunities for significant cost-savings along with increased customer satisfaction and profitability. Contact center analytics can help BFSI organizations to capitalize on this opportunity by providing them ability to analyze their multichannel customer communications, and their inbound and outbound contact center operations. Analytics provides BFSI organizations ability to mine the customer data including transactions, customer’s activity across banking and financial services websites, customer queries through multiple channels, and deep knowledge of prioritized customer segments. It enables banks to proactively shape their customer service and operational strategy with CRM systems at its core, supported by ancillary systems in telephony and niche areas such as speech analytics.
Contact Center Analytics Solutions in BFSI
The solutions provided by the company helps in identifying key metrics and hence, can help in improving agent performance. It is not only sturdy and efficient but also affordable. It provides a seamless customer experience. Callfinder works with all kinds of industries from big to small, from travel to finance and even healthcare.
The technology provided by the company is one of the most inclusive, ROI driven, and robust platform for contact centres. Their unified solutions help contact centres worldwide in improving their performance and efficiency.
The Noble suite comes with a list of comprehensive contact centre solutions that can be tailor-made to meet the specific needs of all business types. Irrespective of the organization or their client base Noble System solutions help organizations build a better experience for customers as well as employees. The company has worked with a range of small and medium and large-scale enterprises. It has a client base of over 4000+ clients from all around the world.
Ameyo helps organizations to connect, serve, and support their clients. It provides a flexible all in one solution that allows users to have a personalized interaction with each customer via multiple channels. This analytics solution aims to aid different organizations to enhance their productivity and meet all the requirements of its consumers. For monitoring the overall performance, the platform gives channel-wise reporting as well.