Financial Services |
Gone are the days when simply opening the doors to your high street branches at 9am was enough to satisfy your customers’ contact needs. Today, in a world of regulatory compliance, security and data protection concerns, multi-media and 24/7 availability, financial services have much more to consider.
- High customer expectations: these must be met and exceeded, while managing costs and maintaining efficiency
- Improving customer satisfaction: customers continue to demand better service from their providers and increasing personalisation, for example, helps improve customer satisfaction
- Fierce competition in a global market: how you deliver your service directly impacts your ability to compete, reduce cost, generate revenue and maintain customer loyalty
- Security of information and customers’ investments: without enhanced security financial institutions lose credibility and ultimately customers
- Increasing security without impacting customer service: as telephone fraud increases, organisations face the challenge of giving customers a simple yet secure channel with which to interface and interact
- Technology investments: you already invested highly in your existing systems and need to protect your infrastructure investment and get the most out of it whilst ensuring new investment is free from vendor lock-in, is standards based and not likely to become obsolete in the near term.
More and more banks, brokerages and other financial organisations are using speech-driven technologies to give customers faster, more
convenient access to a wide range of information including:
- account enquiries, mortgage balances, stock prices, current interest rates and even the location of cash points in a faraway city based on their calling location
- As banks and other financial organisations expand into emerging markets, the need to present their global brand has become more and more important. Vicorp’s self-service solutions ensure that no matter where in the world customers may be, they are presented with a consistent over-the-phone experience with multilingual options
- In order to maintain security, all Vicorp’s' voice automation
solutions incorporate advanced encryption and security features to protect customer transactions and financial data - Based on open industry standards, Vicorp ensures that their voice
applications are totally portable and will run on existing and future
platforms
There are good reasons why three of the top five banks in the UK choose to take advantage of Vicorp’s broad experience in producing best of breed speech self-service solutions.
- Vicorp has been working with financial institutions for many years and have a deep understanding of their self-service challenges
- Vicorp has the expertise to and assist organisations at any stage of their journey to their ultimate automated over-the-phone service experience from initial consultancy through to continuous service improvement
- Vicorp’s solutions deliver measurable business benefits which can be tracked through the comprehensive integrated reporting portal
- Vicorp’s service creation and execution environment is easy-to-use and totally portable as it is based on open industry standards
Here are a few typical voice response applications developed by Vicorp to drive banking and financial services efficiencies and to provide cost effective alternatives that help create and sustain competitive advantage:
- Locate a branch
- Banking account enquiry
- Bill payment
- Cheque ordering
- Credit card activation
- Credit card account activation
- Funds transfer
- Loan rate enquiry
- Mortgage/loan enquiry
- Stock account management
- Outbound reminder to pay