Financial Services

Provide Outstanding Customer Service over Mobile and Digital Channels

Increase Customer Loyalty and Profitability—All While Reducing Costs, Complexity, and Risk

  • Deliver convenient, personalized service through mobile and digital channels. Attract younger consumers. Differentiate your brand by providing a personalized and responsive customer experience.
  • Enable seamless transactions across physical branches, ATM/VTMs and mobile/online applications. As the line between the physical and digital branch continues to blur, take friction out of the customer journey and enable seamless transactions across any channel.
  • Leverage powerful collaboration tools and HD video to maximize your highly skilled resources. Extend the reach of revenue-generating services, such as wealth management, in a cost effective way through high-quality video conferencing solutions.
  • Augment your customer engagement center with technologies that can simplify compliance. From real-time speech to proactive outreach, we have solutions to help you mitigate risk and simplify compliance.

Create Personalized Customer Experiences

Customer preferences and expectations are changing. Meet them on their terms, seamlessly, using solutions from self-service to mobile to social.

Increase Profitability and Productivity

Automate routine interactions and manual back-end processes. Get the insights you need by gathering data with powerful analytics tools.

Attract and Retain Customers

With a 360 view of your customer journey, you can anticipate customer needs and be ready with a personalized, seamless customer experience across all channels.

Customer Story
St George Bank

“With Avaya, the average wait time in our contact center was reduced by 40 seconds per call, dramatically improving customer satisfaction.”

Read the Case Study ›
Multi-Touch Customer Engagement

Multi-Touch Customer Engagement

Evolve to a true multi-touch customer engagement solution supporting all media (email, chat, SMS, intelligent chatbot, co-browse, content sharing, social media and video). Remove friction from the customer journey by enabling seamless transition between all channels, while preserving context and collecting valuable insights. A single view of your customer experience shows journeys and related context—from immediate contact as well as from past interactions.

Enhanced Mobile Services

Enhanced Mobile Services

Move from transactional, routine transactions to engaging in real time. Personalize your mobile services to differentiate your offerings and boost brand loyalty. Give your customers the self-service capabilities they are looking for, with the ability to escalate seamlessly to a live agent via voice or video—complete with co-browsing and content sharing.

Artificial Intelligence

Artificial Intelligence

Bring increased efficiency to your customer engagement center. Take chat to the next level by delivering faster response times over SMS, web chat, and social applications. Be more productive by automating routine interactions through intelligent machine-learning chat bots with the ability to seamlessly escalate to live chat or voice or video on demand. Save further time and money by automating back office workflows.

Biometric Solutions

Biometric Solutions

Deliver seamless authentication without the use of complex PINs, passwords or card numbers. Because biometric identifiers are unique to an individual, customer transactions and interactions are less vulnerable to fraud.

Collaboration with Remote Specialists

Introduce video to extend the reach of services in a cost-effective way. With video-based kiosks and video conferencing/telepresence systems you can extend the reach of specialties (like wealth management) by making experts available in every location. You can also leverage VTMs to enable face-to-face communication at a fraction of the cost of traditional tellers.

Compliance and Risk Management

Avoid costly penalties and reduce risk by leveraging technologies that can simplify compliance. Real-time speech can help meet PCI DSS compliance. Outbound intercept capabilities can help ensure state and federal calling guidelines via TCPA are met before calls are executed. And with Avaya networking, take advantage of end-to-end network segments that isolate critical data, information, and applications—as well as prevent lateral movements—in the event of a breach.

Outbound Agent Productivity Rises 20%-30% at TISCO Bank

Benefits: Improved Customer Service, Reduce Cost, Increased Productivity
Topics: Team Efficiency, Customer Service, Multisite - Branches
White Paper
For Financial Services, Experience is Everything  It’s Time for Digital Transformation

For Financial Services, Experience is Everything

It’s Time for Digital Transformation

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Roadmap
IDC: Future Proof Financial Services with Digital Transformation

IDC: Future Proof Financial Services with Digital Transformation

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White Paper
Demystifying Digital Transformation in the Financial Sector

Demystifying Digital Transformation in the Financial Sector

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