Industry: Financial Services Region: EMEA Technology: Video/Customer Care
Tasked with differentiating itself in a crowded marketplace, a major European bank proactively addressed several innovative techniques within its contact center operations to launch itself ahead of its competition.
Knowing that customers choose to interact with call agents on the customer's preferred device, this bank quickly created an omni-channel strategy that made customer interactions easy through any combination of:
However, to do that, the bank engaged Cisco's CADI services team to enable API integrations between all the different customer platforms, including Cisco Jabber® for IM chat and Webex® for video-based communication.
While the bank acknowledged that it could do the integrations in-house, it chose to rely on Cisco for three reasons:
The additional customization took the form of an improved customer experience through a Single Sign-On (SSO) integration feature, which made it easy for customers to quickly join a conversation via Webex, and a mobile application integration, in which customers could engage an agent through any means (voice, video, chat, email) via their smartphone.
Through this process, the bank’s agents were able to generate a 10 percent improvement in the number of customer touchpoints. They also felt better about their work, as they could help customers better solve their problems. This led to both a two percent improvement in employee retention and an increase of 35 spots on the top asset management rankings in only 12 months.
