Integrated banking systems are considered the backbone of modern banking systems. They represent a well-connected framework that collaborates with various services and operations into a single platform. It enhances operational efficiency, improves customer experience, and ensures compliance with regulatory requirements.
As the banking industry evolves with changing consumer expectations, adapting to integration has become an integral part of the process. The advancement in technology, like artificial intelligence and open banking, has revolutionized the operations in banking, making them more responsive, efficient, and agile.
To promote this transformation in the banking industry, innovators like NovelVox are taking steps to improve customer experiences. Let’s read further to understand how integration is revolutionizing the industry and the role of NovelVox in promoting it.
The Evolution of Integrated Banking Systems
There is no denial that banking systems operated in silos for years. Whether it be core banking, CRM, loan processing, and support platforms, systems worked independently, which caused delays and forced customers to repeat the queries and information.
With the advancement in technologies, the integrated systems came into the picture and solved the issues by connecting disintegrated platforms into a single interface. It makes tasks like online loan application, account balance checking, or branch visit experience easier for customers and improves their experience by offering informed, consistent, and fast solutions.
How Integration Improved Banking Customer Experience?
Seamless Omnichannel Experience
With integrated systems, customers can seamlessly move between different channels, such as web chat, mobile, brand, or contact center, without losing context of the interaction. Suppose a customer starts a loan application and uploads the required document using the mobile app, and completes the detailed verification and other steps with a brand advisor, without repeating the steps and losing the context.
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Personalized Interactions
Integrated banking systems unify data and give a 360-degree view of each customer to the support agent. This allows customer support executives to offer a personalized experience, correct information, and provide proactive support. For example, when a customer inquires about a loan, he does not get generic options. He gets personalized recommendations based on the previous transactions, account status, and financial profile.
Enhanced Security and Compliance
Integrated banking contact centers unify fraud detection and authentication systems throughout the channels that offer a compliant, secure, and seamless interaction experience to customers. For example, Contact center agents don’t need to switch screens or use multiple authentication tools and repeat verification questions when the authentication system, like Pindrop, is integrated with the agent desktop.
How NovelVox Elevates the Integrated Experience
Integrations create the foundation for a seamless customer experience, and platforms like NovelVox enhance integration capabilities by simplifying agent workflows, improving omnichannel interactions, and adding AI-driven insights into the conversations.
Here is how the offerings of NovelVox improve the integrated experience in banking contact centers.
Offers Unified Workspace for Agents
The Unified Agent Desktop – Agent Accelerator and advanced ticketing tool – NV desk by NovelVox allows agents to work from a single integrated interface without toggling between multiple screens. Agents don’t have to juggle between different applications and can view account details, transaction history, and support tickets on a single interface. It helps deliver a faster and personalized experience to customers.
Smart CTI Connectors for Seamless Integrations
Smart CTI Connectors by NovelVox integrate telephony systems directly within the core banking applications and CRM. This collaboration between the tools enables functionalities like real-time screen pop, click-to-dial, and other call control features that streamline the process and reduce the chances of manual error.
AI-Powered Omnichannel Interactions
Tools like CXInfinity and InfiBot enable banks to consolidate customer interaction details across various channels, including social media, web chat, email, SMS, and phone calls. The AI-enabled chatbot handles routine queries and allows agents to focus on other complex issues where human intervention is essential to solve customer issues.
Conclusion
A Contact Center Integration Platform like NovelVox is enhancing the capabilities, promoting advanced analytics, and enabling automation to meet the demands of evolving integrated banking systems. It helps banking contact centers to deliver hyper-personalized and real-time experiences to customers.
The personalized contact center solutions by NovelVox empower agents and offer faster, accurate, and secure interaction experience to customers. Understand more about our offering and industry-specific solutions by connecting with our experts today.
