Simplify and Automate Banking to Provide an Effortless Customer Experience
Financial institutions of all kinds are beginning to see that the modern Millennial consumer is actually calling into the Contact Center at 1.7 times the rate of the Baby Boomer crowd. This holds especially true for Credit Unions. This trend seems contradictory to the current philosophy that today’s consumer only wants a digital channel. What they want is both – omnichannel. They want digital connection with the human experience. Even in a digital age, some issues are best handled by phone, and some customers simply prefer to speak to a live person. It’s critical for these financial institutions to get these interactions right.
Enable seamless customer experiences across every channel, including branch offices, while reducing costs and better managing regulatory compliance. Understand the context and reasons for each contact, and apply knowledge, account history and best practices to every opportunity to resolve issues and help your customers achieve their financial goals. Leverage omnichannel queuing and patented routing technology to prioritize and proactively distribute customer interactions to the best resource available every time.
- Increase Service Levels and Efficiency – Provide customers with the personalized, contextual assisted service that decreases frustration and builds loyalty while increasing workforce optimization and operational efficiency.
- Route Customers to the Best Resource – Use virtual contact center resources to route customers to your best available experts wherever they’re located. Evaluate skills and availability and connect customers’ interactions to the best resource available to assist them.
- Manage Omnichannel Engagement Proactively – Monitor web behavior and proactively offer customers assistance via chat, co-browse or callback to minimize interrupted transactions that cause customer churn.
- Increase Operational Efficiency – Plan, schedule, train and evaluate experts and knowledge workers to ensure the best person is always ready and available to assist customers in real time.
By partnering with industry leaders, such as Genesys, AVDS simplifies and automates technology to easily solve your most complex business challenges. We make it easy to do business!
Opinions from Industry Analysts Back it up!
If you need some independent evaluations to sell PureConnect within your organization, here you go: