With digitisation, the finance sector is evolving quickly with new products, services and alternative channels to engage with. Contact centres need to continually adapt to the changing environment through digital transformation. They need to meet customer expectations by resolving an increasingly complex range of queries whilst completing transactions more securely than ever before. Fortunately, it’s easy to future proof operations by switching to a more responsive and versatile IVR solution, and it can be done without compromising the experience that customers are accustomed to.
Equipped with Oration First Contact, they were able to deploy multi-layered IVR messaging to their customers, who while waiting to be served were given relevant and timely communications based on their intent.
With an increase in accessible voice data, the client is now gaining a richer understanding of their customers and the types of language and descriptions they use while interacting through their voice channels.
This knowledge gives them a broader understanding as to how they can enhance their call flows, ensuring that the customer has a seamless and great experience from the first moment they call, to the moment their banking needs are met.
The client is now capable of adding disambiguation questions themselves – enabling them to better understand customer outcomes. With this capability sitting in house, this major financial institution can now configure questions, test, learn and then iterate in near real time.