Self Service in the Retail Securities Industry : Dial-n-Trade
c. Automation of ‘Daily Calls on Tips’ for the Customers

Customers in the broking industry can be categorized as

  • Those interested in doing high volume of transactions – short-term transactions
  • Those interested in doing high value transactions – long-term transactions
  • Those interested in doing both high value and volume transactions – combination of long-term and short-term transactions
The broking firms would ideally like to customize the daily calls giving ‘trading tips for the day’ for the above mentioned categories. The challenge, therefore, is to identify the customer type and announce the investment tips, individually for separate category of customers.

Solution

Avaya can integrate the IVR with CRM to identify the customer based on his ‘phone ID’. Once the customer category is identified the IVR can announce the relevant details to the customer.

For example: For a high volume trader – buy RIL @ 1750, upside 1825 in 2 weeks, stop loss 1725. For a high value trader – buy TCS @ 1250, upside 1600 in 6 months