CEP benefits in Financial Services

CEP benefits in Financial Services

The Ultimate Customer Engagement Platform (CEP) in Financial Services

The financial services industry (form banks and brokerage firms, to credit unions, and insurance companies) continues to face negative public opinion, with its reputation increasingly damaged by numerous scandals: mis-selling, lack of transparency, and technology failures.

The Industry challenges:

  • hyper competition,
  • ever-changing product portfolios,
  • generational shift in customer behaviour,
  • revenue generation in marketing-hostile environment,
  • maximizing operating margins under price pressure,
  • regulatory compliance,
  • business continuity and securit,
  • rising customer attrition.

Facts

Forrester surveys show that 90% of companies have isolated communication channels: phone, email, chat, and web self-service. This leads to inaccurate and inconsistent service across the different channels, with customers using more than one channel to find the information they need. This increases the company’s costs and decreases customer satisfaction.

Key advantage

To be able to deliver a distinctive multichannel customer service experiences in the channel of your customer’s choice.

Success

When the customer calls, emails, or visits the web – the service or sales representative is able to respond— quickly, consistently, appropriately.

 

COCOS CUSTOMER Engagement Platform enables enterprises:

Optimal Customer Experience

HOW

Route contacts to the best resource available, with the right skills – based on your business rules – regardless of location or channel they use:

  • contact centers,
  • branches,
  • personal bankers,
  • brokers,
  • back office.
WITH : SKILLED BASED ROUTING, WORKFORCE OPTIMIZATION

Provide customer 24/7 access and support

WITH : SELF SERVICE, INTERACTIVE WAITING QUEUES

Let Customer use a channel of choice

WITH : MULTICHANNEL SOLUTION

Result: Increase Customer Loyalty

Proactive Communication

How

Route contacts to the best resource available, with the right skills – based on your business rules – regardless of location or channel they use:

  • execute upsell, cross sell,
  • proactive sales support.
WITH : KNOWLEDGE BASE, CHAT, CO-BROWSING

Use chat, co-browse, email, mobile apps, click-to call,… to increase on-line completion rates for:

  • new accounts,
  • card applications,
  • account updates,
  • customer queries.
WITH : MULTICHANNEL SUPPORT

Notify customers via different channels for:

  • promotions,
  • appointments,
  • account update confirmations,
  • claims progress,
  • renewals,
  • terms, conditions changes, etc.
WITH : CAMPAIGN MANAGER, PROACTIVE OUTBOUND MANAGER

Result: Increase Revenue

Proactive Engagement

How

Implement targeted campaigns, based on customer segmentation, budget, communication channels we want to use within one campaign and monitor customer responses.

WITH : CAMPAIGN MANAGER

Provide automation and self-service.

WITH : AUTOMATIC CONTACT ROUTING, VOICE, WEB SELF SERVICES, WORK FLOW MANAGEMENT

Increase first contact resolution rates, shorten training times an increase agent capacity.

WITH : SKILLED BASED ROUTING, WORKFORCE OPTIMIZATION, KNOWLEDGE BASE

Result: Reduce Cost

Greater Efficiency

How

Plan, train and assess employees to achieve both operational efficiency and effectiveness.

Calculate staffing, aggregate multi-system work, prioritize, distribute to the best resource to meet optimal front and back office productivity.

WITH : SKILLED BASED ROUTING, WORKFORCE OPTIMIZATION

Increase productivity with:

  • Click to Call,
  • Predictive dialling,
  • automated and pre-scheduled outbound campaigns through different channels, etc.

 

WITH : INTERACTIVE WAITING QUEUES, CAMPAIGN MANAGER, PROACTIVE OUTBOUND MANAGER

Result: Increase Productivity

 

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