Delivering on the Promise of Digital Customer Service

How to Prevent Customer Experience Silos with a Unified Interaction Platform

Most banks haven’t achieved the full potential of digitization, but it’s not for a lack of trying: Retail banks spent $250 billion on IT in 2022, an increase of 4.3% from 2021.

Sadly, these investments fall flat when banks operate call centers using traditional voice-centric infrastructure designed for phone calls only. This fragmented approach leads to longer resolution times and customers repeatedly providing the same information, leading to frustration. Alternatively, a ChannelLess™ Interaction Platform:

• Marries phone calls and digital experiences on a single interaction platform
• Incorporates conversational AI features for automating phone interactions
• Allows reps to teach customers how to utilize digital tools, increasing the chances they will use them next time they have an issue

Request the Banking Dive white paper to learn more about how your financial institution can deliver on the promise of Digital Customer Service.