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Financial Services

Avaya Solutions for Digital Banking

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Create an Effortless Banking Experience for Customers

Imagine your bank delivering cloud-based, in-the-moment experiences to employees and customers alike—without straining IT resources or provoking business risk.

Make Perfect Connections

Serve your customers how and when they want—and instantly adapt to their needs.

Be Always On

Be ready with all the info, resources, and support your customers need—balance inquiries, proactive payment reminders, fraud prevention, password resets, and more.

Provide Virtual Services

Provide a complete, digital, online banking experience. Loan applications, account changes, finance reviews—all in a few clicks.

Go AI-Powered

Let customers seamlessly transition from a browser-based chat session with a virtual agent to a live expert when needed.

Stay Secure

Securely authenticate customers using facial biometrics or native-language processing to interpret their enquiries. 

Build a Better Financial Services Employee Experience

Having a single, AI-powered view of your entire customer journey helps you create an exceptional banking experience.

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Workstream Collaboration

In the work-from-anywhere model, enable teams to communicate with each other and with customers via integrated chat, voice, video, and meetings, combined with business workflows and other productivity applications.

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Empowered Employees

Improve services and experiences when you fuse flexibility and adaptability into your organization. Remove communication roadblocks that prevent seamless collaboration and information sharing.

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Digital Co-Workers

Deploy conversational artificial intelligence through virtual assistants, which can help customers save time on basic banking tasks as well as free up employees' valuable time.

Six Avaya OneCloud Solutions for Financial Services

Six Avaya CPaaS Solutions for Financial Services

Avaya OneCloud CCaaS for Financial Services

With a single view to how your employees engage with your customers and technologies, leaders can more easily see where strategic solutions can enhance work experiences, drive efficiencies, and transform your customer experience.

  • Automation and Self Service: Proactive notifications, speech and visual self-service, IVR, campaign and outbound management
  • Voice and Digital Channels: Video, voice, chat, SMS, messaging, social, co-browsing, and bring-your-own-channel
  • AI and Virtual Assistants: Sentiment analysis, knowledge management, and virtual co-workers
  • Workforce Engagement Management: Call and screen recording, quality management, workforce collaboration
  • AI-Enhanced Workflow Orchestration: Workflow design and automation
  • AI Analytics and Insights: Analytics on desktop, speech, and processes—plus CRM integration and performance management
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  • Security and Biometrics: Highly secure, private, and compliant voice and facial biometrics
  • Advanced Routing: Context, insight, attributes, and AI that matches customers to the best resources
  • Seamless Transfers: From self-service to agents or member advisors, includes full context and a single view of the customer and channels

Choose Your Unique Cloud

Avaya OneCloud solutions help financial institutions like yours excel by maximizing potential with cloud capabilities.

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The future of consumer financial services is extreme customer centricity. 

Harit Talwar, Former CEO of Marcus by Goldman Sachs

Avaya OneCloud delivers flexible functions, features, and value—without compromise. 

UC Today, CCaaS Reviews

Solution Demo Videos

Credit Card Application

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Credit Card Application

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Interest Rate

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Fraud Detection

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Fraud Detection

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Five Ways to Create a Hybrid Workforce

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1. Break Down Decision Making Barriers

Banks rely heavily on executing quick, agile decisions in response to volatile market conditions. But overreliance on virtual work solutions can slow decision making and eliminate spontaneous learning and creativity between clients and co-workers.

Leaders need to connect more meaningfully with easy information sharing and collaborative problem solving to reach decisions quickly. With Avaya OneCloud, employees across the banking ecosystem can go beyond meetings to drive business outcomes across the entire collaboration continuum—everything before, during, and after the meeting. So, teams spend less time meeting and more time solving.

Banks rely heavily on executing quick, agile decisions in response to volatile market conditions. But overreliance on virtual work solutions can slow decision making and eliminate spontaneous learning and creativity between clients and co-workers.

Leaders need to connect more meaningfully with easy information sharing and collaborative problem solving to reach decisions...

2. Put Employees First

As people return to their office environments, it’s paramount to instill a sense that you’ve got their backs. A safe and positive return experience is key to gaining their confidence and maintaining their trust.

There are three immediate priorities for a safe transition back to on-premises work: Plan, profile, and protect. Most large banks have developed a plan and are confident in their ability to protect and enable people at work. But deciding the profile of who should return, and when, is more complex—this requires the right blend of what’s possible under regulations, what’s needed regarding operational efficacy, and what’s feasible and preferable in terms of employees’ wellbeing.

COVID-19 reminded everyone that a crisis can occur at any time, with little or no warning. Banks and other businesses view working from home as a way to quickly respond and maintain productivity if they are hit by another major disruption.

As people return to their office environments, it’s paramount to instill a sense that you’ve got their backs. A safe and positive return experience is key to gaining their confidence and maintaining their trust.

There are three immediate priorities for a safe transition back to on-premises work: Plan, profile, and protect. Most large banks have developed a...

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3. Ensure Virtual Collaboration is Secure and Compliant

Data protection and mitigation of cybersecurity risks present major challenges for remote work—particularly for banks. The financial services sector is heavily regulated because banks need measures to keep information flow safe and secure. With remote working, there’s a much wider surface layer to protect, so banks need complete visibility, and control of employee collaboration tools to monitor use and stop risks from becoming threats.

Similarly, trading banks also experience compliance issues with remote working because they need to prevent illicit information sharing. It’s almost impossible to enforce this when traders are remote unless employees work in spaces within their homes that meet minimum standards and enable offsite monitoring.

Regulators, private corporations, and industry bodies acknowledge that the Cloud not only offers exceptional flexibility and speed, but that it’s also a safe and secure environment for personal, private, and even secret data. With Avaya OneCloud, your customers can securely store colossal amounts of data online, meaning you can become the secure, compliant, connected ecosystem partner helping them access whatever they want, before they even ask.

Data protection and mitigation of cybersecurity risks present major challenges for remote work—particularly for banks. The financial services sector is heavily regulated because banks need measures to keep information flow safe and secure. With remote working, there’s a much wider surface layer to protect, so banks need complete visibility, and control of employee collaboration...

4. Prepare Frontline Staff to Solve Issues Quickly

The pandemic caused outsourced call centers to shut down, creating a sea of backlogs and unhappy customers. Likewise, lockdowns severely impacted offshore service centers that were equipped to function only with onsite staff.

Overall, banks managed the mass transition to remote working with remarkable effectiveness, continuing to staff branches with small teams of key personnel maintaining vital functions in offices. One pressure point was servicing and administering the overwhelming number of applications for government-backed relief loans, for which banks drafted large numbers of staff as support. This may have been a short-term fix with productivity flattening somewhat as the pressures of combining work and home life continued.

The pandemic underscored the need for frontline agents being prepared to solve issues in seconds. They need a go-to knowledge hub with communication that’s as good as in-person interactions. With Avaya OneCloud, you can deliver the real-time responsiveness customers deserve from an on-demand workforce that's primed and ready to meet unique needs.

The pandemic caused outsourced call centers to shut down, creating a sea of backlogs and unhappy customers. Likewise, lockdowns severely impacted offshore service centers that were equipped to function only with onsite staff.

Overall, banks managed the mass transition to remote working with remarkable effectiveness, continuing to staff branches with small teams of key...

Illustration of a person solving an issue
Illustration of a man at a desk, smiling and looking at his laptop

5. Replicate, Learn, and Expand

Thanks to complete visibility and integration, banking leaders can continually improve workforce operations to suit how employees work. With AI, workflows can be automated, with integrated processes across a single platform making getting work done even easier.

In the future, it’s likely automation will be embedded in the enterprise for repeatable, cognitive tasks, freeing staff to focus on moments of value to enhance customer experiences. More and more, the tasks they perform will be evaluated as to how they impact customer services. Moving forward, banks will work with more than one service provider to spread risk, bring more activity back onshore through managed service arrangements, and take automation and digitization to the next level.

COVID-19 has shown that banks can work in different ways while remaining productive and delivering customers the experiences they want most. Now they need to focus on sustainable hybrid working models. This means challenging their own culture. There’s a huge opportunity to decisively accelerate digitization, increased automation, and reshape workforces. Work needs to be designed for how people work, throughout their careers. Avaya is galvanizing change in digital communications, opening a whole ecosystem of tools and technologies so people can work together in real time with maximum productivity and comfort.

Thanks to complete visibility and integration, banking leaders can continually improve workforce operations to suit how employees work. With AI, workflows can be automated, with integrated processes across a single platform making getting work done even easier.

In the future, it’s likely automation will be embedded in the enterprise for repeatable, cognitive tasks, freeing...

Avaya's Unparalleled Experience

Top 10

The top 10 commercial banks in the U.S. use Avaya solutions

30+

Avaya meets more than 30 banking regulations and certifications, including PCI-DSS Level 1 and GDPR

#1

Avaya is the #1 global leader in Contact Center solutions

42/50

42 of the world's top 50 banks rely on Avaya

100K+

More than 100K customers worldwide trust Avaya for reliable communications

5M

Avaya supports 5 million contact center seats globally

2.5M

Avaya supports 2.5M work-from-anywhere seats

100M+

Over 100 million UC lines deployed with customers globally

4,100

Avaya teams with 4,100 channel partners globally

Avaya Solutions

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Avaya OneCloud

This AI-powered experience platform lets you create an in-the-moment experience for each customer.

Avaya OneCloud CCaaS

Incorporate AI, analytics, and resources from across the bank and create customer and workforce engagement solutions that connect every touchpoint, on every channel.

Avaya OneCloud UCaaS

Enable employee experiences that boost productivity and empower the entire bank to serve customers faster, better, and at scale.

Avaya OneCloud CPaaS

Use prebuilt apps to immediately deliver enhanced customer and employee experiences.

Talk with an Expert

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