NEWS & EVENTS
Omni-channel Customer Experience Expected; Hard to Find in Financial Services Industry
- Good News: 97% of large financial services organizations say Customer Experience Management is important
- Bad News: Customer expectations outdistance the current reality of service provided by financial services organizations by as much as 2:1
- Good News: 98% of financial services companies indicate comprehensive Customer Experience Management pays big dividends
- 70% of customers expect financial services companies to link all threads of communication together in real-time across channels.
- 70% expect customer facing staff to have a single view of them in real-time when they contact the company.
- 92% expect to be proactively notified of an issue and offer a solution.
- 69% expect to be treated as unique – contacted the way they want, when they want with products and services tailored to their preferences and shopping habits.
As the leading provider of contact center solutions, Avaya works with Financial Services organizations around the world to help them bridge the gap between customer expectations and omni-channel service delivery. Today, nine of the top ten banks in the world use Avaya Customer Experience Management solutions deployed on their premises or in hybrid or private cloud models.
"Many financial services organizations understand that customer service is an important strategic differentiator, but may be struggling with a variety of obstacles to deploying a comprehensive, omni-channel customer service program. Through Avaya’s Professional Services, the flexible options for deploying our Customer Experience Management solutions, we can help ensure the benefits gained far outweigh their investment."
--Tom Schollmeyer, vice president and general manager, Contact Center and Cloud, Avaya
"Working with Avaya has enabled Voya Financial to deploy robust, innovative, enterprise voice solutions to our business. Through these solutions, our lines of business can communicate seamlessly and effectively with each other and with our clients. We look forward to our continued success with Avaya as a Voya Financial strategic partner."
--Kevin P. McMahon, Senior Managing Director, Head of Technology and Operations, Voya Investment Management
Avaya Financial Services Report: Missing Customer Expectations
Avaya for the Financial Services industry
Gartner Magic Quadrant for Contact Center Infrastructure 2014
Avaya Customer Experience Management Solutions
This report was commissioned by Avaya and executed by Dynamic Markets on the company’s behalf across 13 countries with business managers in large financial services companies and with adult consumers. The countries covered are the UK, Germany, the Netherlands, Russia, the US, Canada, Singapore, Japan, India, China, Australia, Mexico and Brazil. For the business element of the research, a sample of 153 interviews was collected with respondents who confirmed prior to interview that, as part of their job, they come into contact with customers and / or prospects, operate at middle manager level and above, and that in total their organization has at least 1,500 employees. For the consumer element of the research, a sample of 8,500 people aged 18+ was gathered across the 13 countries. The split between male and female respondents was 49% to 51%.
Tags: Avaya, customer experience management, contact center, customer service, financial services, banking, research, self-service, proactive service, technology
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.