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.
Among the product’s other features are:
- Digital lending capabilities such as cobrowsing to help agents assist users and easily initiated video calls
- Account servicing through visual interactive voice response, accessible via smartphone for self-service
- Certifications for compliance and security regulations, as well as built-in voice biometrics for client authentication
Also launched at the Opentalk event was Healthcare Experience Cloud, a sister product built entirely for the healthcare industry, with provisions for improving the experience of patients. That includes integration with EHR systems, built-in healthcare workflows to meet patients on their favoured channels, and pre-trained AI with speech-to-text, sentiment analysis, and natural language processing capabilities to aid in self-service.
“When patients contact healthcare providers, it’s not just about accessing a service – it’s about taking care of their health,” said Tiago Paiva. “We see significant opportunities for healthcare contact centers to connect disparate touchpoints and move beyond fast call resolution to proactively and intelligently tailoring patient support throughout the journey. Talkdesk Healthcare Experience Cloud is the first CCaaS solution built specifically to enable that transformation.”
