Innovative Solutions That Make Financial Sense
As the financial industry continues to evolve, one thing remains constant ? the need to deliver innovative contact solutions that provide customers with the highest level of service and care. That?s why West Interactive has developed one of the most comprehensive portfolios of hosted contact center technology solutions in the industry, to help financial services providers achieve their goals, reduce costs and maximize their return on investment.
For more than a decade, many of the leading credit card issuers, banks and brokerages have relied on West Interactive?s self-service solutions to acquire more customers, strengthen existing relationships and drive more value throughout the entire customer lifecycle. Whether you?re looking to replace an existing IVR or add new functionality such as Natural Language Speech recognition technology or an enhanced hosted solution, we offer you the extensive experience and dedicated professionals you need to make your customer program a success.
Here are just a few of the capabilities we offer for Financial Services providers:
- Intelligent self-service call management integration to efficiently handle complex automated call distribution schemes and front end solutions
- Seamless integration to customer and third party systems such as billing or CRM
- Gather valuable feedback and information through our customer survey solution
- Web dashboards with enterprise viewing that allow for real-time monitoring of call patterns and administration tools for change management
- Easily blend touch-tone and speech recognition, including natural language speech recognition with call center or home-based agents to create a comprehensive contact solution
- Proactive notifications and account alerts/status
Sample call types include:
- Credit Applications
- Card Activations & Authorizations
- Account Inquiries
- Stock Quotes
- Make a Payment
- Payment Reminders
- Fraud Alerts
West Interactive?s Professional Services group is comprised of dialog design experts, audio engineers and linguists. This highly motivated team of professionals provides the highest quality dialog design, persona selection, grammar development and audio production. Additionally, our analytics solutions track customer patterns and help trouble-shoot first call resolution. We can also work with your company to evaluate existing contact center solutions to improve scripting, call distribution and call flow.
These efforts along with our state-of-the-art infrastructure and robust platform allow us to help the nation?s top financial companies increase customer retention and significantly reduce costs.
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