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Contact Center Software for Banking

Turn customer interactions into loyalty

Trusted by 500+ banks.

An omnichannel banking software is ideal for your banking customers. They can perform all their transactional queries through email, chatbots, SMS, and mobile apps and reach out to agents when there is a complicated query on the voice channel.

Besides, you can reach out to your customers for your new product promotions, offers, upselling, and cross-selling using our outbound banking call center solutions.

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Our Platform Features – Omnichannel Banking Software

  • Omnichannel Capabilities

    A single view of customers across all channels and interfaces through the integration of your contact center with your best-of-breed solutions.

  • Cloud Migration

    Migrate your disparate infrastructure and on-premise solutions to the cloud within 48 hours, allowing your agents to work from anywhere seamlessly.

  • Remote Working Ready

    Pure cloud infrastructure with multi-location, multi-tenant and WFH capabilities. All you need are a functional Internet and a browser.

  • Scale Up and Down

    Scale up and down the number of agents based on your business spikes at a moment’s notice. You don’t need to provision licenses to add agents.

  • Intelligent Routing

    Supports all forms of routing and distributes the calls accordingly – skills-based routing, location-based routing, language, and time-based routing.

  • Ease of Engagement

    All the features are bundled together on a per-minute pricing model. No long-term contracts. No minimum commitments. You pay only for what you use.

  • Voice Broadcasting

    Automated Voice Broadcasting (AIVMS) that can be used for customer engagement, promotions, sending reminders, and conducting surveys.

  • Call and Screen Recording

    Call recording and screen recording to monitor agent performance and improve efficiencies. This can help with agent training and dispute resolution.

  • Custom Dashboards

    Analyze real-time metrics and create dashboards. Create and schedule reports for efficient workflow. View your historical data in charts and graphs.

  • Reporting

    Supports custom report creation in multiple formats. You can segment groups, customers, and processes for client-specific reporting and compliance.

  • Lower TCO

    Completely managed infrastructure with low entry barriers. No need for servers, data center space, and resources to manage and maintain the platform.

Working of Omnichannel Banking Software

Your agents can connect to our cloud-hosted platform from anywhere in the world using any device. It supports all the work-from-home functions that your banking call center may need.

Our banking contact center software has outbound, inbound, and blended solutions, tightly integrated with CRM, helpdesk, collection software, and other best-of-breed IT solutions. This allows you to address customer queries, provide customer support, and do promotions.

Frequently Asked Questions

What is a contact center software for banking?

A contact center software for banking is a comprehensive software platform designed to streamline customer interactions, enhance productivity, and improve customer service in the banking industry.

It benefits banks by improving customer satisfaction, increasing operational efficiency, and facilitating compliance with industry regulations.

How does the dialer feature work, and what types of dialers are available?

Our dialer feature automates outbound call processes. We offer different dialers, including manual, predictive, progressive, preview, and auto-dialers, to optimize your agent’s efficiency while maintaining compliance with regulations.

Our solution also supports blended dialing. The same agents can be used for both inbound and outbound needs. For instance, the number of inbound calls dialed by a predictive dialer depends on the idle ratio of the available agents in the inbound campaign.

How do call recording and screen recording help banks?

Call recording lets you capture and store customer interactions for compliance, training, and quality assurance. Screen recording complements this by capturing agents’ screens during calls, providing a comprehensive view of customer interaction.

How does intelligent routing enhance customer service for banks?

Intelligent routing ensures that all incoming calls are directed to the most qualified agents based on skill sets, availability, time, location, and customer history. This ensures faster issue resolution and improved customer satisfaction.

Is your solution compatible with popular CRM systems used in the banking industry?

Yes, our contact center solution offers seamless integration with leading CRM systems. We have pre-built integrations with Salesforce, Zoho, Zendesk, Freshdesk, and Leadsquared. It can be easily integrated with other CRM systems and best-of-breed IT solutions.

This will allow you to access customer information, history, and context during interactions for a more personalized experience.

Does your solution allow the scaling of channels?

Our platform seamlessly allows you to scale up and down the number of channels without effort. For instance, if you have to attempt 15 calls for a connected call, to keep 50 agents busy, you need to make 750 calls.

Your channel requirement may not always be the same, so you cannot buy 750 channels. We don’t charge you for the channels, which is an advantage. Besides, the platform provides dynamic DID numbers to avoid getting caught up in spam, resulting in a low answering ratio.

How does voice analytics help banks?

Running analytics on call recordings allows you to identify customer concerns and expectations. You can rapidly analyze call recordings to identify compliance issues, misselling, privacy issues, training needs, and newer requirements.

Our platform includes advanced search and filtering, enterprise-grade speech recognition and transcription, contextual playback data, tagging and commenting, transcript visualization, and full PCI redaction.

How does the workflow configuration in your platform work?

One size doesn’t fit all your needs — our platform supports quick configuration of workflows. Besides, we do all your customizations to accommodate your workflows at no cost or minimal cost.

How does workforce management contribute to efficient operations?

Workforce management tools help optimize agent scheduling, workload distribution, and performance tracking, improving agent productivity and resource allocation.

What types of reporting and business intelligence tools are available in your solution?

Our solution provides robust reporting and business intelligence tools that offer insights into key performance indicators (KPIs), customer behavior, agent performance, and operational efficiency, helping you make informed decisions.

How does your solution ensure data security and compliance?

Our solution complies with industry standards like PCI-DSS and offers data encryption, access controls, and compliance features to safeguard customer data and ensure adherence to regulatory requirements.

Besides, we also offer storage of your call recordings for a year per your audit needs.

What kind of support do you provide?

We offer 24×7 support across voice, SMS, and WhatsApp. Our support has been a massive differentiator for us all these years. We haven’t had a customer churn in the last six years because of the support and responsiveness we offer.

Related Resources

See how a leading bank is using our hosted contact center platform for their customer service operations.

Download the Case Study