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How a Leading U.S. Bank Enabled Secure, Transaction-Ready Self-Service With CCIP

Discover how a prominent U.S. bank connected Cisco Webex Contact Center with Silverlake to deliver secure, governed, and transaction-ready self-service experiences across authentication, account servicing, loan inquiries, transfers, and payments.

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The Challenge:
How do you securely connect customer-facing self-service channels with core banking systems without creating complex integrations?

The Solution:
By using CCIP as the execution layer between Cisco Webex Contact Center and Silverlake, the bank enabled secure, governed self-service across authentication, account servicing, loan inquiries, transfers, and payments.

Key Outcomes:

  • Secure self-service authentication and customer identification
  • Real-time access to account, transaction, and loan information
  • Transaction-ready self-service for transfers and payment-related requests
  • Reduced dependency on live agents for routine inquiries
  • Centralized execution architecture across contact center and core banking systems
  • Scalable foundation for future automation and digital initiatives

Download the Full Case Study
See how CCIP turned a traditional IVR into a transaction-ready self-service engine!

Resources

Everything You Need to Know About CTI (Computer Telephony Integration)

Automate Customer Identification & Authentication to Reduce Average Handling Time and Improve Customer Satisfaction

Patient Experience in Future

6 Proven Ways to Amplify Your Credit Union Performance

Cleveland Clinic Improves Healthcare Experience for Agents and Patients

The Ultimate Guide to Chatbot

What is the Customer Satisfaction Score (CSAT)?

Epic Integration Services with Contact Centers

Transforming Credit Union Contact Center into a Member Experience Center
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