5 Ways to Rebuild Banking CX with Jack Henry/Symitar Integration
Beyond the shadow of a doubt, the era of digital banking has been trailing speedily. With this trend speeding up, neo-banks are becoming more customer-centric for offering a seamless customer experience.
To achieve this, re-building strategies and integrating appropriate technologies are paramount to staying atop customer requirements.
Accomplishing this benchmark becomes a reality with Jack Henry/Symitar Integration. It streamlines customer experience and aligns their journey with the brand with personalized interactions.
So, wading through the blog would clarify how Jack Henry/Symitar integration plays an important role in streamlining the customer journey.
How does Jack Henry/Symitar Integration refine CX?
Banking contact centers can refine customer experience differently by using Jack Henry/Symitar integration.
Unified Approach Across Channels
In the existing scenario, where customers reach out to the customer service department through different channels, having an omnichannel approach becomes vital.
Disjointed communication channels often lead to a poor customer experience, so integrating different communication channels becomes essential.
Contact centers powered by omnichannel solutions can measure, monitor, and optimize customer experience to smooth the journey.
Automating Call Volume Management
Banking contact centers generally have a higher call volume that often takes a toll on agent’s proficiency levels. With the help of robotic process automation, it becomes easier to streamline business procedures within contact centers.
Since the data is consolidated within a single screen, agents do not require switching between tabs/screens to acquire customer information. Hence, this improves agent productivity levels and cuts down the increasing average handling time (AHT).
Data-driven Customization
To offer a seamless customer experience & service, it becomes essential to acquire customer data. Gathering such data becomes possible with a tool like Unified Agent desktop. It consolidates the customers’ data and helps agents fill the crevices that hamper CX.
On the other hand, tools like chatbots & IVRs empower customers to resolve common troubleshooting with the least agent involvement. In this way, agents can focus on high-priority tasks. Also, it helps agents promote cross-selling/upselling opportunities by equipping them with accurate customer data.
Fostering Trust through Technology
Safeguarding customer data remains prominent for every business active in the market. With the ever-evolving technology built using AI/ML, like biometrics, banking institutions can protect sensitive information. It not only fortifies digital transactions but also enhances customer engagement levels.
Easy third-party Integrations
The banking sector is soaring skies owing to its flexibility in integrating third-party integrations. These generally include CRMs, payment gateways, analytics platforms, etc., Unifying them empowers the agent with insights that allow delivering top-notch assistance.
It can be integrated with third-party apps, like Jack Henry/Symitar, which can create a seamless experience for agents that helps them to navigate through different interfaces seamlessly.
Top Challenges Faced by the Banking Sector
Optimization becomes paramount when banking practices shift from traditional to digital. However, some hindrances emerge. Here’s a quick look at some of the challenges faced by banking institutions.
Misfiring Customer Segmentation
Customers are frequenting digital banking owing to ease of operations. This brings in varying objectives like opening an account, initiating an FD, etc., To decipher such motivation in customers, a nuanced approach becomes necessary to ensure a seamless transition.
Security Concerns & Digital Privacy
Banking contact centers have a huge database that contains detailed customer information. They often struggle to mitigate the risk of prevailing cyber threat that compromises digital security levels.
Technological Rigidity
Moving on with modern technological systems can be hampered by legacy systems that impact the gross flexibility of banking contact centers. Hence, it is important to upgrade the technological infrastructure to match the expectations of customers.
Final Words
Contact center technologies and tools like Unified Agent Desktop, omnichannel platforms, and self-service tools can carve pathways for the betterment of the banking contact centers.
NovelVox provides optimal solutions tailored for the banking industry. Integrating them helps overcome technological roadblocks and improves the banking infrastructure. It offers integration for contact centers like Cisco, Avaya, Genesys, Amazon Connect, Dialpad, Five9, NICE, Webex, and Zoom.
