Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform"

Transcription

1 Module Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Delight your customers by providing them with highly effective and consistent call center experiences. Your customers want their banking experience to be easy, and their interactions with your staff to be productive. With the right technology solution, backed by a customer-centric focus, you arrive at a perfect opportunity to create a memorable interaction with your customer. This gives you the potential to build long-term loyalty while increasing stickiness, decreasing customer churn, and increasing cross-sell possibilities. What could your call center staff achieve if you provided them with a single view of a customer s relationship with your financial institution, regardless of original touch point? What if activity your customer originated online could easily be retrieved in the call center and the transaction completed by your staff? Would your staff benefit from intuitive prompts that allow them to present relevant offers to customers at the appropriate time while guiding them through a crossorganization business process to complete all required tasks? Each of the following functional capabilities within Aperio Call Center work together to give your organization increased efficiency by simplifying complex processing, lowering costs and increasing your flexibility to meet market demands. Functional Capabilities Customer Acquisition Engagement History Integrated ID Verification Customer Servicing Account Acquisition Checking and Savings Integrated Risk Scoring Account Servicing Intelligent Prompts Task Based Workflow Document Production Lead Management Computer Telephony Integration With Aperio Call Center for Signature from Fiserv, you can provide your staff with the tools to achieve customer centricity while at the same time balancing risk and increasing operational performance.

2 Aperio for Signature from Fiserv is a next generation Customer Interaction Management and Business Process Management solution, and the culmination of more than 10 years experience in servicing and interaction management and 20+ years in financial services for Fiserv. Customer Acquisition What if you could capture and save information about a potential customer for future use? With Aperio, recording pertinent and actionable customer information is simple. Aperio pulls data from host systems into a central repository of customer data in real time. This allows you to capture and view information in one place at any given time without creating a new account. Access to this information allows your staff to personalize your offers to potential customers, increase efficiency with all information in one location, and reduce risk through ID verification. Engagement History The Engagement History in Aperio increases your understanding of each customer s full relationship with your organization. What if you could quickly access all data, notes and actions taken for a particular customer, across the organization, from a single location? With Aperio, you can efficiently access all relevant information at once. With this capability your staff will be able to handle customer complaints, inquiries and significant events with confidence and guide the conversation to a satisfactory conclusion. The Engagement History contains two critical pieces of customer history Engagements and Significant Events. Engagements lists all previous engagements with the customer including details such as type of call, date/time, caller and duration. Significant Events lists your organization s defined significant interactions - for example, complaints that are given expiration dates pre-defined by your policies. Each of these elements in the Engagement History allows your staff to view notes, instructions or prompts from previous interactions. By putting access to this detailed information in your staff s hands, you lead them to build better customer relationships. Having tools that promote customer satisfaction is key to any organization s customer growth strategy. Integrated ID Verification With Aperio, ID Verification is pre-integrated into the account opening business process so you can manage and reduce risk. Using tools that support entry to mandatory fields during account open, you can be confident that all required verifications have taken place. The intuitive process allows bank staff to easily verify the customer s identity and address and ensure that all required steps take place for validation. This integration allows for straightforward compliance with Patriot Act regulations, including OFAC and Watch List Checking, to mitigate risk associated with non-compliance. Customer Servicing By assimilating multiple customer service functions into a single business process through Aperio, you are able to increase speed and efficiency of customer service representatives while delighting customers with quicker, improved service. Using Aperio, customer service representatives can select the required operation such as an address change or opening a new account and be guided step-by-step through the defined process. Single processes ensure a consistent flow. This minimizes risk by requiring necessary compliance steps to be followed, which in turn reduces the chances for data errors and manually submitting re-work. At the end of the business process, the necessary transactions are sent to the host for processing. Account Acquisition Checking and Savings Account acquisition provides one of the most visible and repeatable opportunities to generate customer satisfaction,

3 demonstrate efficiency, and learn about your customer s needs. Using Aperio for account acquisitions brings value by reducing costs, managing risk and increasing staff and customer satisfaction. What if you could provide an intuitive, rule-based work flow for account opening? From their desktop, bank staff can easily open accounts in less time with fewer errors with Aperio. Automatic, intelligent prompts ensure each step in the process is completed and mandatory fields are not left blank so staff members comply with bank policy and regulatory requirements. Customer data is pre-filled where applicable to eliminate data entry mistakes, and defined processes ensure appropriate and accurate documents are created. You can open multiple accounts for a customer in one session, as well as create requests for ATM or debit cards, with automatic intuitive business process technology. The intuitive nature of the system also drastically reduces training time for employees, in some cases from two weeks to two days. Integrated Risk Scoring With Aperio, risk scoring can be added as as a required step in a business process. This ensures risk scoring for prospective customers is completed accurately and quickly with an automatic call to the service bureau. With an integrated, automated risk scoring process, you can see if the customer s risk profile broken out by type of risk (credit, debit, etc) -- is in line with bank policies upfront before bringing the customer onboard. With this information, bank representatives are provided with consistent tools and messages to know the customer. The intuitive solution allows you to manage risk more effectively and reduce process errors, while increasing your understanding of your customers. Account Servicing What if you could have a single view of you customer from across all channels in one location? Through pre-built and configurable workflows for front office account servicing in Aperio, all channels are integrated to create a single view of the customer regardless of touchpoint. At the same time, you can eliminate transportation of paper a true cost savings - throughout the organization, thereby reducing risk of exposure of customer information and data error. By providing speedy, accurate customer service, you promote customer centricity thereby improving overall customer satisfaction. Cross channel servicing ensures a consistent message across the organization. Intelligent Prompts What if you could always present relevant, personal offers to your customers at the right time and via the right channel? Intelligent prompts within Aperio is a dynamic application which provides realtime intelligence to bank representatives. With intelligent prompts, you can associate your analytics engine-generated campaign list with targeted on-screen prompts. These are delivered during customer interactions so your staff can conduct intelligent conversations and deliver relevant offers. By personalizing each interaction, staff can create a positive experience and create greater customer satisfaction. At the same time, you can increase product sales and reduce marketing costs by targeting your offers more precisely. You can respond to market activity more quickly too, as administrators can create push campaigns and prompts at any time for delivery to front-line staff or unmanned channels. Proven in production around the globe, Aperio enables clients to manage and excel at customer interaction, deploy consistent processes throughout the organization and integrate applications and data throughout the enterprise. Combined with Customer Analytics, Campaign Management and Imaging, Aperio strengthens your sales and service culture and helps you create loyal customers.

4 Task Based Workflow What if you could move requests around your organization without pushing paper? A complement to broader Business Process Management capabilities, task based workflow is a component within Aperio that does just that. Aperio for Signature Workflow Manager is a browser-based application, with a Web look-and-feel user interface, implemented within a browserbased Windows environment. Providing a quicker and more efficient way to conduct business and move work between departments, this simple administration tool allows your system administrators to set priorities, assignments, escalations and other tasks based on changing business needs. Workflow tasks are available to staff throughout your organization giving visibility to work being carried out across the enterprise. The required task is sent to the appropriate person who can act on it efficiently and effectively.you can deliver improved customer service by capitalizing on the experience and aptitude found amongst your staff. By leveraging the power of the Aperio process engine, task based workflow empowers your staff with tools so they can become more efficient and manage risk throughout your organization. Document Production What if you could easily manage document production and formatting for required business processes within one application? Aperio provides a myriad of document production capabilities with customization options to increase accuracy and efficiency, reduce printing and postage costs and build brand recognition. Integrated with the Signature bank platform as well as other Fiserv solutions, Aperio leverages documents throughout your organization via an electronic channel. Your staff and customers stay in compliance with conditional processing and rules to determine the requirements of generated documents. A browser-based application enables the creation of documents to print at any point in a process. Pre-printed forms can be eliminated supporting green initiatives. In addition, you can leverage existing legal documents in your organization and apply them as needed. Based on pre-defined conditions, Aperio enables automatic generation of targeted notices with the ability to employ print, fax, and SMS distribution. An additional benefit of Aperio for document production is reduced training time and costs. Rules in Aperio ensure that only those documents relevant to a particular account or interaction are presented, so bank staff no longer have to remember which documents apply to which accounts. Additionally, staff can create and customize forms and documents via a drag and drop interface without the need for programmers. Lead Management What if you could intelligently pass leads to the appropriate person in your organization for action? Aperio business rules around data capture enable you to provide a better service for prospects and existing customers by ensuring the correct data is captured. With Aperio, lead capturing requires minimal training and eliminates manual steps to allow you to increase cross sell-opportunities. Captured leads are routed to the skill-appropriate staff person for action. Lead management tools are easily integrated with any Sales Force Automation platform thereby putting existing campaign tools and plans to maximum use.

5 As the global leader in financial services technology, Fiserv is driving innovation in Payments, Processing Services, Risk & Compliance, Customer & Channel Management, and Insights & Optimization, and leading the transformation of financial services technology to help our clients change the way financial services are delivered. Visit for a look at what s next, right now. Optional Functional Capability: Computer Telephony Integration Soft phone telephony controls directly at your employee s workstation will provide cross organization business process workflows. Integrated with leading switch technology, Computer Telephone Integration through Aperio allows you to deliver a consistent message to your customers. Voice and data information is automatically transferred as intelligent prompts guide your staff through the bank s cross-organization business process. The automation and integration of this information decreases the likelihood of user error while increasing employee satisfaction and differentiating your organization from the competition. Your customers will benefit as well, as you will be able to provide them with a consistent experience regardless of their touch point. About Operational CRM Platform Aperio gives you operational customer relationship management (CRM) to provide automated support for your customercentric business processes, which include inbound customer sales, marketing and service. Tasks resulting from these processes and the information necessary for carrying out these tasks are forwarded to employees responsible for them. With Operational CRM, each interaction with the customer is added to a customer s history and staff can retrieve information on customers from the database as necessary. Typical measures of effectiveness include cost, service/cycle time and staff and customer satisfaction. What is Business Process Management? Business Process Management is the solution to identify and optimize key components of your front-end business processes. With Aperio, predefined sets of business activities are grouped to create a single business process. The business process is a reusable unit of work that exists as a single unit or can trigger a subsequent process. Separate functions are grouped and predefined for end-users. Aperio guides the activities within the business process to completion. If you re able to streamline componentized processes and procedures with Business Process Management, then you can execute business functions more rapidly and with fewer errors. This leads to more efficiency and lower costs, as well as risk mitigation and reduced training time for employees. Rules-based processes, as defined in Aperio, ensure the correct steps are taken and that work and information get to the correct person for execution. The business processes can be reused across channels optimizing business functions and allowing for easy transition to new channels as they develop. Connect With Us For more information on Aperio for Signature, please contact us at or visit Fiserv, Inc. 255 Fiserv Drive Brookfield, WI Fiserv, Inc., or its affiliates. Fiserv is a registered trademark. Other products referenced in this material may be trademarks or registered trademarks of their respective companies. Aperio Call Center 1/12

Module. Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform

Module. Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform Module Aperio TM Branch Platform For Signature A Component of Aperio Operational CRM Platform Now you can exceed customer expectation and remove process roadblocks to focus on profit, while accelerating

More information

Products. LoanComplete TM Streamline Loan Processing, Reduce Costs and Ensure Regulatory Compliance with an Automated Life-of-Loan Solution

Products. LoanComplete TM Streamline Loan Processing, Reduce Costs and Ensure Regulatory Compliance with an Automated Life-of-Loan Solution Products LoanComplete TM Streamline Loan Processing, Reduce Costs and Ensure Regulatory Compliance with an Automated Life-of-Loan Solution Products The loan processing environment has become increasingly

More information

CONTACT CENTER SOLUTIONS

CONTACT CENTER SOLUTIONS BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your

More information

Product. Common Origination Platform TM Automated Loan Origination Processing and Intelligent Business-Rules Management in One Unique System

Product. Common Origination Platform TM Automated Loan Origination Processing and Intelligent Business-Rules Management in One Unique System Product Common Origination Platform TM Automated Loan Origination Processing and Intelligent Business-Rules Management in One Unique System Product Common Origination Platform TM from Fiserv, a single-platform

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset

More information

Products CRM and Business Intelligence for DNA

Products CRM and Business Intelligence for DNA Products CRM and Business Intelligence for DNA Leverage Your Financial Institution s Rich, Robust Data to Analyze Performance and Build Stronger Accountholder Relationships Products Knowledge is power.

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

Product. Onboard Advisor Minimize Account Risk Through a Single, Integrated Onboarding Solution

Product. Onboard Advisor Minimize Account Risk Through a Single, Integrated Onboarding Solution Product Onboard Advisor Minimize Account Risk Through a Single, Integrated Onboarding Solution Product Losses from account fraud and debit risk are growing, so you ve got to move quickly and decisively

More information

Mitel MiContact Center Enterprise & Business

Mitel MiContact Center Enterprise & Business Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,

More information

Product. Advantage A Reliable, Cost-Effective Account Processing System to Position Your Credit Union for Growth

Product. Advantage A Reliable, Cost-Effective Account Processing System to Position Your Credit Union for Growth Product Advantage A Reliable, Cost-Effective Account Processing System to Position Your Credit Union for Growth Product Your credit union relies on technology to deliver exceptional member service, enabling

More information

Managing all your customer interactions Ambit CustomerConnect

Managing all your customer interactions Ambit CustomerConnect RETAIL BANKING Customer Management Human. PRODUCT SHEET Managing all your customer interactions Ambit CustomerConnect SunGard s Ambit CustomerConnect provides banks with an integrated, centralized solution

More information

Product. LoanLaunch TM Single-Platform Loan Origination Processing with a Holistic View of Borrower Transactions across All Products and Channels

Product. LoanLaunch TM Single-Platform Loan Origination Processing with a Holistic View of Borrower Transactions across All Products and Channels Product LoanLaunch TM Single-Platform Loan Origination Processing with a Holistic View of Borrower Transactions across All Products and Channels Product LoanLaunch TM from Fiserv, a single-platform solution

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

Solutions. Item Processing Solutions Streamlined Check Processing From Capture to Clearing

Solutions. Item Processing Solutions Streamlined Check Processing From Capture to Clearing Solutions Item Processing Solutions Streamlined Check Processing From Capture to Clearing Solutions The continued migration to image-based processing, combined with the need for cost reduction and risk

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

Better Together with Microsoft Dynamics CRM

Better Together with Microsoft Dynamics CRM Better Together with Microsoft Dynamics CRM Enhance the power and effectiveness of Microsoft Dynamics CRM business software with Microsoft products and technologies that work even better, together. Microsoft

More information

Accelerate Innovation. Get a 360 view of customers Finacle CRM Solution

Accelerate Innovation. Get a 360 view of customers Finacle CRM Solution Accelerate Innovation Get a 360 view of customers Finacle CRM Solution Delight customers today, retain them tomorrow The ultimate goal for any business is to attract and retain delighted customers. Transformation

More information

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions

Delivering the Ideal Customer Experience. Pega CRM Solutions for Financial Services Institutions Delivering the Ideal Customer Experience Pega CRM Solutions for Financial Services Institutions Gartner and Forrester rank Pegasystems as a leader in CRM for one very good reason Pega delivers the most

More information

Product. Credit Card Management Comprehensive, Online Credit Card Account Management

Product. Credit Card Management Comprehensive, Online Credit Card Account Management Product Credit Card Management Comprehensive, Online Credit Card Account Management Give cardholders a complete, real-time view of their credit card account information while reducing your total cost of

More information

Product. Enabling Agile Banking to Keep Pace With Market Demands

Product. Enabling Agile Banking to Keep Pace With Market Demands Product Signature Flex and Scale With an Innovative Customer-Centric Solution, With Its Own Integration Layer, That Generates Higher Revenues and Profits, Streamlines Business Processes, Mitigates Risk,

More information

Contact Center Solutions

Contact Center Solutions 1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center

More information

Dynamic Enterprise Performance Management

Dynamic Enterprise Performance Management TM Dynamic Enterprise Performance Management Data. Insights. Action. 1 Pull insight out of the chaos Chaos. It s a word that few CFOs would like associated with their businesses; but when it comes to decision

More information

Call Center Transformation. Create more profitable, value-added customer engagements by adding insight and efficiency to every call.

Call Center Transformation. Create more profitable, value-added customer engagements by adding insight and efficiency to every call. Call Center Transformation Create more profitable, value-added customer engagements by adding insight and efficiency to every call. Capitalize on your customers undivided attention. Now you can grow revenue

More information

Boosting Customer Loyalty and Bottom Line Results

Boosting Customer Loyalty and Bottom Line Results Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2

More information

CRM for Customer Service and Support

CRM for Customer Service and Support CRM for Customer Service and Support Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through loyal, repeat buyers. Whether it s

More information

Product. AML Risk Manager for Life Insurance Complete End-to-End AML Coverage for Life Insurance

Product. AML Risk Manager for Life Insurance Complete End-to-End AML Coverage for Life Insurance Product AML Risk Manager for Life Insurance Complete End-to-End AML Coverage for Life Insurance A Comprehensive Solution for AML Detection, Investigation, Case Management and Reporting Illegal money laundering

More information

CRM for Customer Service and Support

CRM for Customer Service and Support OV E RV I E W CRM for Customer Service and Support MAXIMIZER CRM Published By Maximize satisfaction. Drive repeat business Servicing customers effectively is a key component in growing your business through

More information

Delivering the right contact center solution for your business

Delivering the right contact center solution for your business Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it

More information

Workforce Optimization

Workforce Optimization Workforce Optimization What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while mining valuable

More information

Prism Analytics for Credit Unions Leverage Sophisticated Technology to Strengthen Member Relationships

Prism Analytics for Credit Unions Leverage Sophisticated Technology to Strengthen Member Relationships Product Prism Analytics for Credit Unions Leverage Sophisticated Technology to Strengthen Member Relationships Get a comprehensive view of your members. Prism Analytics for Credit Unions from Fiserv delivers

More information

Vertical Solution for Financial Services. Powered by Microsoft Dynamics CRM

Vertical Solution for Financial Services. Powered by Microsoft Dynamics CRM Vertical Solution for Financial Services Powered by Microsoft Dynamics CRM COMPLIANCE WITH SAUDI MARKET The application is developed to cater the Saudi market and fully complies with the governing rules

More information

Product. Velocity Gain Efficiencies and Improve Loan Quality with a Comprehensive, Open Architecture Loan Origination Solution

Product. Velocity Gain Efficiencies and Improve Loan Quality with a Comprehensive, Open Architecture Loan Origination Solution Product Velocity Gain Efficiencies and Improve Loan Quality with a Comprehensive, Open Architecture Loan Origination Solution Product To compete successfully for quality loans, credit unions need a process

More information

Title. The Customer Experience Imperative

Title. The Customer Experience Imperative Delivering Positive Student Experiences Daniel Harrison Director, Higher Education - Australia Title 2007 RightNow Technologies, Inc. The Customer Experience Imperative 99% are likely to recommend your

More information

Products Currency Supply Chain Management

Products Currency Supply Chain Management Products Currency Supply Chain Management Today s Enterprises Need Intelligent and Integrated Solutions to Optimize Currency Levels, Reduce Expenses and Improve Control Products The financial services

More information

Contact Center Solutions

Contact Center Solutions OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset

More information

Product. DataSafe Implement Scalable, Integrated Account Processing Technology With Flexible Deployment Options

Product. DataSafe Implement Scalable, Integrated Account Processing Technology With Flexible Deployment Options Product DataSafe Implement Scalable, Integrated Account Processing Technology With Flexible Deployment Options Product Your credit union needs technology that can help you achieve your business goals.

More information

Advanced Multichannel Order Management Solutions That Optimize Sales Performance

Advanced Multichannel Order Management Solutions That Optimize Sales Performance Advanced Multichannel Order Management Solutions That Optimize Sales Performance Analytics that help you make accurate, informed decisions Scalable and Vendor-Neutral; work with any service provider Over

More information

Get results with modern, personalized digital experiences

Get results with modern, personalized digital experiences Brochure HP TeamSite What s new in TeamSite? The latest release of TeamSite (TeamSite 8) brings significant enhancements in usability and performance: Modern graphical interface: Rely on an easy and intuitive

More information

DOCUMATION S CUSTOMER SERVICES SOLUTION

DOCUMATION S CUSTOMER SERVICES SOLUTION Documation s Customer Services Solution Documation is a leading provider of document-centric workflow and content management software, delivering services and solutions to businesses and organisations

More information

Mitel Solidus ecare. Revolutionize how you communicate and collaborate with colleagues, customers and business partners.

Mitel Solidus ecare. Revolutionize how you communicate and collaborate with colleagues, customers and business partners. Mitel Solidus ecare The All-In-One Contact Center Solution Revolutionize how you communicate and collaborate with colleagues, customers and business partners. Key Features Conference call Configuration

More information

The Role of Customer Relationship Management (CRM) Solutions for Financial Services Wholesalers

The Role of Customer Relationship Management (CRM) Solutions for Financial Services Wholesalers Whitepaper The Role of Customer Relationship Management (CRM) Solutions for Financial Services Wholesalers Account Managers Product Managers Channel Managers Table of Contents The opportunity...3 CRM:

More information

Comprehensive software solutions for insurance

Comprehensive software solutions for insurance Innovation Simplicity Customer Experience Comprehensive software solutions for insurance Let our targeted solutions improve your margins and increase user engagement, throughout the insurance value chain.

More information

Integrating Voice and Data for Call Center Excellence. logicalage CTI-enabled Contact Control Center

Integrating Voice and Data for Call Center Excellence. logicalage CTI-enabled Contact Control Center Integrating Voice and Data for Call Center Excellence gent logicalage CTI-enabled Contact Control Center Agent - Call Center Contact Control logicalagent World class service is achieved when: Calls are

More information

Investing in Success Pega Solutions for Financial Service Institutions

Investing in Success Pega Solutions for Financial Service Institutions Investing in Success Pega Solutions for Financial Service Institutions Join many of the industry s largest and most influential financial services institutions including HSBC, JP Morgan Chase, Lloyds Banking

More information

Five steps to improving the customer service experience

Five steps to improving the customer service experience Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use

More information

Product. Mobiliti Edge TM Accelerate Your Mobile Offering With a Future-Proof, Affordable Solution

Product. Mobiliti Edge TM Accelerate Your Mobile Offering With a Future-Proof, Affordable Solution Product Mobiliti Edge TM Accelerate Your Mobile Offering With a Future-Proof, Affordable Solution Product Deliver the full range of mobile financial services today s consumers demand quickly, securely

More information

Focused sales management

Focused sales management Focused sales management Make the most of every sales opportunity Sage CRM directs your sales efforts toward the most profitable, most winnable deals and helps you make the most of cross-selling and upselling

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success

Business Process Services. White Paper. Managing Customer Experience: Strategies for Success Business Process Services White Paper Managing Customer Experience: Strategies for Success About the Author Ashwin Fernandes, Assistant Manager, TCS Ashwin is a practice consultant in the Innovation and

More information

Reduce Costs and Improve Efficiency by Automating Oracle Document Distribution. Open Text Fax and Document Distribution Group October 2009

Reduce Costs and Improve Efficiency by Automating Oracle Document Distribution. Open Text Fax and Document Distribution Group October 2009 Reduce Costs and Improve Efficiency by Automating Oracle Document Distribution Open Text Fax and Document Distribution Group October 2009 2 White Paper Contents Introduction...3 The Challenge: Efficiently

More information

ATM Channel Management

ATM Channel Management Hosted by: Presented by: ATM Channel Management Agenda Introduction Marketing at the ATM ATM Availability Management Software Deployment Future of Channel Management Q & A Introduction ATM Channel Management

More information

Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels.

Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels. data integration solutions To support your business objectives Deliver enhanced sales and service opportunities by providing a foundation of unified customer data to all channels. IBM WebSphere Center

More information

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities

Portrait Interaction Optimizer TM. Convert inbound interactions into revenue and retention opportunities Portrait Interaction Optimizer TM Convert inbound interactions into revenue and retention opportunities Deliver real-time best-next-action recommendations to each customer, wherever and whenever they choose

More information

Product Corillian Online

Product Corillian Online Product Corillian Online Intuitive Online Banking with Seamless Integration to Personal and Small Business Payment and Financial Management Tools in an ASP Environment Product Digital banking continues

More information

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY

CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

The Evolving Role of Process Automation and the Customer Service Experience

The Evolving Role of Process Automation and the Customer Service Experience The Evolving Role of Process Automation and the Customer Service Experience Kyle Lyons Managing Director Ponvia Technology Gina Clarkin Product Manager Interactive Intelligence Table of Contents Executive

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

IBM Unica and Cincom Synchrony : A Smarter Partnership

IBM Unica and Cincom Synchrony : A Smarter Partnership DATA SHEET Smarter Commerce for Smarter Customers Today s customers are deciding when and where the buying process begins, when it ends, who will be part of it, what order it will follow and how all elements

More information

Business Process Management & Workflow Solutions

Business Process Management & Workflow Solutions Business Process Management & Workflow Solutions Connecting People to Process, Data & Activities TouchstoneBPM enables organisations of all proportions, in a multitude of disciplines, the capability to

More information

Oracle Retail Customer Engagement Cloud Services

Oracle Retail Customer Engagement Cloud Services OR A C L E D A T A S H E E T Oracle Retail Customer Engagement Cloud Services Oracle Retail Customer Engagement Cloud Services is a suite of integrated cloud services designed to drive incremental revenue

More information

Data Products and Services. The one-stop-shop for all your business-to-consumer data requirements

Data Products and Services. The one-stop-shop for all your business-to-consumer data requirements Data Products and Services The one-stop-shop for all your business-to-consumer data requirements Put data and insight back at the heart of your marketing Knowing who to target, when, via what channel and

More information

Using Analytics to Improve Your Interactions with Customers

Using Analytics to Improve Your Interactions with Customers Consulting Using Analytics to Improve Your Interactions with Customers By Mike McGuirk, Consulting Services Using Analytics to Improve Your Interactions with Customers The use of customer analytics across

More information

Optimizing government and insurance claims management with IBM Case Manager

Optimizing government and insurance claims management with IBM Case Manager Enterprise Content Management Optimizing government and insurance claims management with IBM Case Manager Apply advanced case management capabilities from IBM to help ensure successful outcomes Highlights

More information

Automatic Call Distribution For Business and Call Centers

Automatic Call Distribution For Business and Call Centers Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered

More information

Automating the Back Office. How BPM can help improve productivity in the back office

Automating the Back Office. How BPM can help improve productivity in the back office Automating the Back Office How BPM can help improve productivity in the back office 2 TABLE OF CONTENTS 1 Introduction...3 2 Transformation of the Back Office...4 3 TIBCO Customer Examples...6 4 The Future

More information

Lexmark Enterprise Software. Transforming customer engagement

Lexmark Enterprise Software. Transforming customer engagement Lexmark Enterprise Software Transforming customer engagement Customer relationships are the lifeblood of your business Whether you serve businesses, consumers, patients, students or citizens, the quality

More information

Product. LynxGate Harness the Power Behind Your ATMs to Increase Revenue, Reduce Costs and Strengthen Member Relationships

Product. LynxGate Harness the Power Behind Your ATMs to Increase Revenue, Reduce Costs and Strengthen Member Relationships Product LynxGate Harness the Power Behind Your ATMs to Increase Revenue, Reduce Costs and Strengthen Member Relationships Product Increase revenue. Reduce costs. Strengthen member relationships. LynxGate

More information

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011

CRM On Demand now hosted locally in Europe. An Oracle White Paper 2011 CRM On Demand now hosted locally in Europe An Oracle White Paper 2011 Innovation, fuelled by the rapid development of new technologies, continues to drive competitive advantage in the area of customer

More information

Product DNA Improved Efficiency, Superior Relationship Management and Unparalleled Flexibility for Innovative Banks, Trust Companies and Credit Unions

Product DNA Improved Efficiency, Superior Relationship Management and Unparalleled Flexibility for Innovative Banks, Trust Companies and Credit Unions Product DNA Improved Efficiency, Superior Relationship Management and Unparalleled Flexibility for Innovative Banks, Trust Companies and Credit Unions Product More than ever before, Canadian financial

More information

Automatic Call Distribution For Business and Call Centers

Automatic Call Distribution For Business and Call Centers Automatic Call Distribution For Business and Call Centers Making Connections Matters Busy organizations require a phone system that can do more than simply handle the traffic. Calls need to get answered

More information

Products. Automotive Account Servicing Scalability and Flexibility to Manage Indirect Retail Loans and Leases

Products. Automotive Account Servicing Scalability and Flexibility to Manage Indirect Retail Loans and Leases Products Automotive Account Servicing Scalability and Flexibility to Manage Indirect Retail Loans and Leases Products Speed and agility are paramount to success in indirect vehicle financing. As the complexity

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

How to choose the best CRM implementation partner for your call center

How to choose the best CRM implementation partner for your call center WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel

More information

Solutions. Loyalty & Reward Solutions Transform Your Business and Grow Your Revenue

Solutions. Loyalty & Reward Solutions Transform Your Business and Grow Your Revenue Solutions Loyalty & Reward Solutions Transform Your Business and Grow Your Revenue Solutions Financial institutions need to offer card products to stay competitive. But it is getting tougher to sustain

More information

Effective Email Communications & Management for the Contact Center : 10 Tips to Help You Improve Customer Service, Build Sales & Promote Your Brand

Effective Email Communications & Management for the Contact Center : 10 Tips to Help You Improve Customer Service, Build Sales & Promote Your Brand Effective Email Communications & Management for the Contact Center : 10 Tips to Help You Improve Customer Service, Build Sales & Promote Your Brand What Can an Email ACD Do for Your Contact Center? Differentiate

More information

Focused Sales Management

Focused Sales Management Focused Sales Management Make the most of every sales opportunity. directs your sales efforts towards the most profitable, most winnable deals, and helps you make the most of cross-selling and upselling

More information

Analytics-driven Workforce Optimization

Analytics-driven Workforce Optimization Analytics-driven Workforce Optimization > What if your organization could improve everything about how it delivers customer service? What if you could serve customers better and more cost effectively while

More information

Product. Virtual Branch Expand Your Delivery Channels With Seamless Online Banking Tools

Product. Virtual Branch Expand Your Delivery Channels With Seamless Online Banking Tools Product Virtual Branch Expand Your Delivery Channels With Seamless Online Banking Tools Product Integration. Seamless display. Technology for today and tomorrow. Virtual Branch from Fiserv brings you

More information

Banking on Business Intelligence (BI)

Banking on Business Intelligence (BI) Banking on Business Intelligence (BI) Building a business case for the Kenyan Banking Sector The new banking environment in Kenya is all about differentiating banking products, increased choices, security

More information

customer interaction solutions Contact Centres that Enhance Customer Engagement

customer interaction solutions Contact Centres that Enhance Customer Engagement customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.

More information

Intelligent Business Solutions MALLSFORCE. Mall Management System www.mallsforce.com

Intelligent Business Solutions MALLSFORCE. Mall Management System www.mallsforce.com Inspark Intelligent Business Solutions MALLSFORCE Mall Management System www.mallsforce.com 2 Increase your asset s value MALLSFORCE helps better management of your tenants by it s strong cloud computing

More information

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM

Cincom Synchrony. Cincom Synchrony. Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Cincom Synchrony Cincom Synchrony Multi-channel customer experience management SIMPLIFICATION THROUGH INNOVATION TM Restore the intimacy Today s customers are more sophisticated and demanding than ever,

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

IBM Software Group Thought Leadership Whitepaper. IBM Customer Experience Suite and Real-Time Web Analytics

IBM Software Group Thought Leadership Whitepaper. IBM Customer Experience Suite and Real-Time Web Analytics IBM Software Group Thought Leadership Whitepaper IBM Customer Experience Suite and Real-Time Web Analytics 2 IBM Customer Experience Suite and Real-Time Web Analytics Introduction IBM Customer Experience

More information

AMBIT LOAN ORIGINATION A New Approach

AMBIT LOAN ORIGINATION A New Approach AMBIT LOAN ORIGINATION A New Approach Overview A key area of focus for many banks is loan origination; a part of banking still typified by fragmented, paper-based, largely manual activities, and characterized

More information

Sage MAS 90 and 200. Extended Enterprise Suite S

Sage MAS 90 and 200. Extended Enterprise Suite S Sage MAS 90 and 200 Extended Enterprise Suite S An End-to-End Approach to Business Software At Sage, we ve been supporting businesses like yours with world-class business software for well over a quarter

More information

White Paper. Developing a Successful Onboarding Program to Drive Customer Loyalty and Profitability

White Paper. Developing a Successful Onboarding Program to Drive Customer Loyalty and Profitability White Paper Developing a Successful Onboarding Program to Drive Customer Loyalty and Profitability For financial institutions, onboarding new customers is a critical process that begins when a customer

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Voice and data recording Red Box makes it easier than you imagine

Voice and data recording Red Box makes it easier than you imagine Voice and data recording Red Box makes it easier than you imagine SIMPLER SMARTER VOICE If you re reading this, there s a good chance your organization has to record phone calls, radio conversations or

More information

IBM Customer Experience Suite and Predictive Analytics

IBM Customer Experience Suite and Predictive Analytics IBM Customer Experience Suite and Predictive Analytics Introduction to the IBM Customer Experience Suite In order to help customers meet their exceptional web experience goals in the most efficient and

More information

For the MiVoice Business Platform

For the MiVoice Business Platform brochure MITEL MiCONTACT Center Enterprise & Business For the MiVoice Business Platform STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface

More information

CorvisaOne Contact Center Suite. A fresh approach to contact center technology

CorvisaOne Contact Center Suite. A fresh approach to contact center technology CorvisaOne Contact Center Suite A fresh approach to contact center technology Change the Way You Define Success DELIVER AMAZING CUSTOMER EXPERIENCES WITH CORVISAONE When customers have multiple choices

More information

High performance, managed, measured telephone calls, emails and SMS to keep in touch with prospects and customers

High performance, managed, measured telephone calls, emails and SMS to keep in touch with prospects and customers Rostrum Outbound Dialer High performance, managed, measured telephone calls, emails and SMS to keep in touch with prospects and customers rostrvm OutBound rostrvm OutBound Predictive, progressive & preview

More information

SAS Customer Intelligence 360: Creating a Consistent Customer Experience in an Omni-channel Environment

SAS Customer Intelligence 360: Creating a Consistent Customer Experience in an Omni-channel Environment Paper SAS 6435-2016 SAS Customer Intelligence 360: Creating a Consistent Customer Experience in an Omni-channel Environment Mark Brown and Brian Chick, SAS Institute Inc., Cary, NC ABSTRACT SAS Customer

More information

Products. Small Business Banking Banking Solutions That Meet the Needs of Your Small Business Customers

Products. Small Business Banking Banking Solutions That Meet the Needs of Your Small Business Customers Products Small Business Banking Banking Solutions That Meet the Needs of Your Small Business Customers Products Small businesses make up 10 percent of a bank s accounts on average, but typically generate

More information

Business Case for Smart Care Software Product Portfolio

Business Case for Smart Care Software Product Portfolio Business Case for Smart Care Software Product Portfolio Contents Company Overview... 3 Growing Challenges with Mobile Device Support... 3 Solution... 4 Privacy and Security... 6 Financial Benefits... 7

More information

OpenScape Contact Center Agile & Enterprise

OpenScape Contact Center Agile & Enterprise OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com OpenScape Contact Center Agile & Enterprise Designed to improve first

More information

Enterprise Marketing Platform

Enterprise Marketing Platform Enterprise Marketing Platform Marketing is undergoing a fundamental shift. Emerging technologies such as mobile and social computing have created new and unique opportunities to reach a new generation

More information