Financial Services

Congressional Federal Credit Union's use case shows companies can get outbound customer communications right.
Posted April 25, 2017

A comprehensive industry solution lets retail banks collect and act on customer feedback. (Featured on SpeechTechMag.com.)
Posted January 17, 2017

Neustar Fraud Detection provides a single view of identity for risk, fraud, compliance, and customer acquisition.
Posted November 03, 2016

The solution uses analytics to make dynamic, customer-centric authentication decisions.
Posted July 21, 2016

NICE extends its unified communications capture capabilities with the latest release of Skype for Business recording.
Posted July 07, 2016

Initial practice focus is to deploy virtual agent technology for clients in the banking, insurance, and travel industries.
Posted May 16, 2016

The ViA Fraud Control Module enables companies to create unique rules within the IVR to systematically root out potential fraud.
Posted April 29, 2016

B-next has added Verint Speech Analytics to its CMC:Suite solution for financial services firms.
Posted March 16, 2016

TeleVoice, a provider of customized call center solutions, including interactive voice response (IVR) and computer telephony integration (CTI), to the financial services industry, has launched TeleVoice Insight, a comprehensive call recording solution.
Posted February 17, 2016

The VCC Pay solution passes the PCI Data Security Standard.
Posted February 02, 2016

DCXT includes Creative Virtual's V-Person virtual assistant technology. (Featured on DestinationCRM.com.)
Posted January 11, 2016

The partnership will address staffing allocation and extend appointment analytics into workforce optimization for retail banks.
Posted December 09, 2015

Posted October 07, 2015

Analytics applications can be customized for specific industry segments and workflows.
Posted June 17, 2015

New digital capabilities deliver personalized videos that enhance and differentiate the customer experience.
Posted March 23, 2015

An IVR enables drivers to order food and authenticate purchases while maintaining focus on the road.
Posted March 03, 2015

Other updates include Web browsing history, improved skills-based routing, and policy automation.
Posted February 05, 2015

Will include integrated customer experience management functions across multiple channels.
Posted December 10, 2014

Customers can find answers to routine questions without talking with live agents.
Posted November 19, 2014

Sixty-four percent of customers would rather text a business than call, according to a Harris Poll/OneReach survey.
Posted November 04, 2014

Cold software combined with warm bodies equals happy customer care.
Posted October 14, 2014

Digital self-service provides convenient customer service option that also provides insight into consumers.
Posted October 07, 2014

Contact centers that listen closely and respond to what customers have shared will have an edge over those that turn a deaf ear.
Posted September 03, 2014

Advanced security features enables recording and storage of encrypted IP telephony conversations.
Posted August 18, 2014

Solution drives relevant alerts and information to collector and supervisor desktops within the contact center.
Posted July 29, 2014

Offering highlights pre-configured solutions for scoring customer service, sales performance and outbound collections.
Posted July 23, 2014

Four Clouds suite includes on-demand cloud systems that optimize the trade-off between risk and efficiency.
Posted June 24, 2014

Despite enthusiasm for CEM, few financial services companies can deliver all of the elements customers expect.
Posted June 19, 2014

When it comes to call center agent interactions, sounding like a real person instead of a robot is a sure win with customers.
Posted May 22, 2014

Comcast and other ISP/TV providers get low marks in providing customer satisfaction.
Posted May 21, 2014

Do you have a strategy to handle your mobile customers—or are you thinking about implementing one? Here are some tips to point you in the right direction.
Posted April 02, 2014

Key verticals driving demand include telcos, financial and insurance.
Posted March 14, 2014

Company has developed a manual dialing solution that optimizes contact center agent efficiency when making outbound dials.
Posted February 19, 2014

Report also finds that chat is a preferred customer service tool.
Posted February 13, 2014

Every company dreads the angry customer. Here are some ways to alleviate their pain—and yours.
Posted November 05, 2013

Platform drives higher conversion rates, better quality applications and increased brand loyalty.
Posted October 31, 2013

When one channel fails, the onus of delivering a good customer experience can fall on call centers, but can they deliver?
Posted October 29, 2013

Approximately $1.3 trillion is being transferred between companies as consumers switch allegiances.
Posted October 25, 2013

PCI-complaint app also doubles contact center agent productivity.
Posted October 07, 2013

New content management software designed to help contact centers.
Posted September 23, 2013

Companies collaborate to offer solutions to the insurance industry.
Posted September 05, 2013

Q&A with Omer Minkara, Aberdeen Group: More and more companies are realizing that customers are in the driver's seat when it comes to shaping a company's reputation.
Posted September 03, 2013

The product also includes privacy and security features.
Posted August 27, 2013

However, overall Internet customer service experiences are lacking according to Temkin ratings.
Posted August 26, 2013

Customer self-service gains popularity with consumers.
Posted August 08, 2013

If you haven't updated your outbound dialing solutions recently, take a look at the current generation of applications. Cloud-based outbound solutions and an increasing number of inbound contact center infrastructure solutions have added preview, progressive, predictive dialing, and blending.
Posted August 08, 2013

In addition to China, the company contracts with clients in the US, Canada, Europe, and Australia.
Posted August 05, 2013

Companies collaborate on customer call monitoring, alerting and reporting solution.
Posted July 25, 2013

Overall satisfaction substantially increases as performance at large national servicers improves.
Posted July 23, 2013

New features track keywords and marketing channels.
Posted July 16, 2013