Self-service/Up Selling: Center Solution in Retail Banking
Self-service options are increasingly important to banks and their customers. Many banks use interactive speech-recognition software to allow customers to complete transactions (from the simple to the complex) over the phone. By integrating self-service applications into the bank’s sales infrastructure, Avaya solutions make it possible for the information captured in the self-service transaction to be automatically used across channels for additional marketing and cross-selling.
For example, by funneling the information to the bank’s contact center, customers identified as strong sales opportunities (based on current assets) can be contacted for personalized sales calls. The contact center agent can receive information about the specific self-service transaction, as well as a range of detailed information about the customer’s relationship with the bank, such as:
What web pages were they surfing before making their transaction (the agent can continue
viewing those pages with the customer)?
Have they recently attained a large loan or become delinquent on a payment?
Did a specific agent strike success in developing a rapport with the customer?
