Expand Your Capabilities and Improve Customer Service
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With the commoditization of products in the financial services industry evidencing itself on a daily basis, banks are making strategic decisions on how to differentiate themselves in an ever-competitive market. Many are focusing on bold enhancements to their contact center operations as a primary differentiator. Banks with a strong customer focus are constantly asking how they can simplify the way they do business while at the same time continually striving to improve the customer experience.
nGenera CIM software powers customer service and sales operations at the largest financial institutions in the world, including Nationwide, Fidelity, ING Direct, Barclays Capital, JP Morgan, BECU, eSignal, and more.
Customer expectations for sophisticated online banking technology are rapidly evolving, and self-service banking is fast becoming the norm. To stay ahead of the competition, leading banks are leveraging CIM solutions such as live chat, email management, knowledge base, community and social-media listening software to exceed customer expectations.
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Online banking adoption will grow by 55% in the next 4 years; 72 million households will bank online by 2011.
- Forrester Research
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Key Benefits of Our Customer Service Software Solutions:
- Increase conversion rates in the online application process
- Provide agents and branch employees with a complete view of customer interactions through all channels
- Increase profit margin by understanding customer interest in additional products and services
- Lower costs by providing automated and self-service options on the Web
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Customer Success: nGenera CIM Expertise in Financial Services
- Reduced inbound phone calls by 50%
- Efficiently manage more than 5,000 pieces of email per month
- Increased productivity by enabling agents to handle more than 5,000 chat interactions per month
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