Industry: Banks & Financial
Improving customer engagement and loyalty through personalized service, convenience, mobility and proactive outreach is proving to be a measurable competitive advantage for financial institutions. Voxeo can help you balance the conflicting goals of delivering differentiated services and great customer care with the need to lower costs.
In today’s post-crisis banking environment, it is more critical than ever for financial institutions to maintain strong relationships with their customers. At the same time, pressure to reduce costs and increase profitability is higher than ever. Adding complexity to the mix is the impact and consequences of current and future banking regulations.
The ability to efficiently and effectively engage and serve customers will prove to be a strategic differentiator that results in increased customer acquisition, loyalty and lifetime value. Voxeo’s standards-based multi-channel platform is enabling banks and other financial institutions to utilize the latest standards and technology advancements to deliver better, more efficient customer care.
Personalized account management. Enable customers to quickly check their balances, lookup recent transactions, transfer money, make a payment, request a statement and more. Customer preferences, product portfolios and histories can be used to personalize menu options – thereby streamlining interactions and improving the customer experience. Voxeo’s multi-channel solution supports phone banking and mobile banking.
Auto attendants. Use a voice-driven auto-attendant to let callers connect with your business simply speaking the name of the person, department, or branch location they want to reach.
Branch and ATM locators. Enable financial customers to use IVR, SMS, mobile web apps, or even social networks to conveniently find their closest branch or ATM. Add location intelligence to your apps, giving mobile customers the ability to authorize instant access to their “current location,” making customers interactions even faster and easier.
Alerts and reminders. Send outbound IVR and SMS reminders of upcoming or past due bills and proactively alert customers of low balances, potential fraud, completed wire transfers, stock sales, and more. Give customers the ability to instantly interact with the self-service portal (for example, to pay a bill), or transfer to an agent for help.
PCI compliant payments. Voxeo’s Level 1 PCI-compliant hosting centers ensure integrity of cardholder data for PCI-compliant hosted IVR, SMS and mobile web applications. Voxeo premises products also have built-in mechanisms for developing compliant applications.
Customer authentication. Fight contact center fraud and protect customer data. Voxeo offers integrated voice biometrics solutions for deployment on your premises or in our global hosted cloud. For strong, multi-factor authentication, Voxeo also offers capabilities such as ANI spoof detection. Learn more about the Voxeo Security Suite here.
Credit and loan application updates. Enable customers to quickly check on the status of an existing credit or loan application. Use outbound to proactively push updates to customers.
Customer surveys. Use automated surveys to measure customer satisfaction and gather product feedback. Surveys can be delivered at the end of an automated or agent-assisted interaction or pushed to customers using their preferred channel.
Custom IVR. Voxeo’s free web-based Evolution customer and developer portal makes it easy for enterprise web and telephony developers alike to create custom self-service applications for any requirement or project.
Voxeo solutions enable banks and financial institutions to improve the customer experience while driving measurable cost savings. The example apps above are just a start. Contact us today about your unique needs.
WHITEPAPERS & DOCS
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