Cloud contact centre provider Talkdesk has announced a new contact centre product built specifically for the financial services industry.
The company used the occasion of its Opentalk 2021 event to debut Financial Services Experience Cloud, designed to enable companies to deliver omnichannel client interactions in a more intelligent and secure manner.
“The financial services industry faces a rapidly evolving landscape. Legacy systems have created dozens of silos that prevent banks from providing a holistic, secure, and seamless experience for customers,” said Tiago Paiva, chief executive officer and founder, Talkdesk. “We saw a critical need to take our CX expertise and innovation and apply it to guiding financial institutions through this new landscape, giving them a way to unify the client journey to make it seamless, personalized, and trustworthy.”
According to a report undertaken by the company, The CX Revolution in Financial Services and Insurance, siloed engagement channels are present in over half of the institutions surveyed, despite 77% of CX professionals considering contact centres to be a strategic asset.
A Contact Centre Tailored for Financial Services
Specifically designed for banking, Talkdesk’s solution features integrations with core banking systems, so businesses can coordinate data from all stages of the client journey. It also features AI and machine learning for agent productivity, with real time assistance and activity prioritisation.