While both the sectors clearly have their own advantage, technology can play a greater role in helping these banks reduce cost, offer 24x7 customer service and centrally manage the entire spread of network across the country.
To achieve this, banks from the smallest to the largest including the best known names in the industry, rely on Avaya Intelligent Communications solutions. Within North America, 80 % of the largest banks, as ranked by Fortune magazine, use Avaya Solutions for their contact center.
Banks are taking advantage of communications to differentiate their brand on the basis of service and customer experience, enabling personnel - at the branch, at the contact center, at headquarter- to drive customer care, based on detailed knowledge of the customers’ profile. Banks are now using their communications applications and network infrastructure to:
Make highly-valued subject matter experts readily available to customers at remote branches and
on other channels
Identify and leverage transactions that offer an opportunity to cross-sell thereby increasing
wallet share
Use their existing multichannel infrastructure to integrate the delivery of services at the branch,
online, at the contact center or via self-service
Deliver a consistent customer experience across channels by eliminating the sales and service
communications silos
Avaya solutions bring together a wide range of communications capabilities - from basic telephony, email and voice messaging to enterprise mobility solutions, customer self-service options and contact center solutions. These applications intelligently embed real-time communications into the fabric of the bank in a way that makes people more productive, processes more intelligent and customers more satisfied.
