Financial Services

Financial Service organizations use Comprehend to improve call mitigation, speed to resolution, and the customer experience, resulting in immediate cost savings and increased profitability.

Challenges

In this uncertain economic climate, Financial Service institutions are continually seeking ways to reduce costs and improve customer satisfaction within call center, back office and self-service operations. Cost reduction could come from one of two areas: improve the speed (productivity) of service; or improve the quality of service, and thus reduce failure demand. Revenue increases are driven directly through improvements in customer retention.

Solution

The OpenConnect Comprehend solution provides the detailed event-based intelligence required to reduce costs and improve customer satisfaction within call center, back office and self-service operations. Comprehend Workforce Intelligence provides event-based analytics on exact productivity costs associated call center personnel. Comprehend Process Intelligence provides a complete view of the end-to-end process (from self-service site all the way through to call center) to quickly resolve rework and process bottlenecks. Comprehend Customer Intelligence provides a detailed view of the entire customer process and experience to pinpoint specific areas of improvement.

Benefits

OpenConnect Comprehend provides quantifiable results to improve first call resolution, quality of service and customer experience. Comprehend will provide the insights into the issues and root causes, as well as the metrics quantifying the value associated with each issue. As examples:

First Call Resolution - Speed improvements can be targeted to find productivity improvements in back office and call center operations. By examining the day to day processes of the agents in these environments, you can find root causes that could lead to an average of a 20% improvement in productivity.

Learn more about Workforce Intelligence

Learn More about Process Intelligence

Customer Satisfaction – Your customer’s on-line experience can be analyzed to understand their behavior and to gain insight as why they may abandon. Increasing satisfaction, cross-sell opportunities and reducin attrition have resulted in some financial service organizations to increase revenue substantially.

Learn more about Customer Experience