Contact Center Analytics for the Banking & Financial Services Industries
Operation intelligence and insights every financial planning, investment, banking, credit union, lending, or investment management organization can benefit from.
A Financial Services & Banking Success Story
Learn how Emite helped this global fintech leader to:
Emite gives contact center managers full control over their data visualizations with powerful real-time dashboards and wallboards that are fully customizable. Emite comes out-of-the box with standard KPIs but also allows users to completely customize their KPIs based on their unique data and needs.
The financial services industry requires a tremendously high level of customer service, especially as savvy customers have come to expect experiences that are tailored to their specific needs and preferences. Mobile apps, video, voice, SMS, and web chat features are used by customers in financial services contact centers more than any other industry, which means the demand for tools to help report on this ever-evolving and increasingly complex environment are growing.
At a time when it’s relatively easy for customers to switch to a competitor, keeping them happy and engaged with a consistent and high-quality customer experience across all channels critical. Emite will help your team analyze performance across all of these channels to continuously improve the experience for the customer and keep your contact center operating efficiently.
Financial services and banking industry contact centers are some of the most complex in the world, with an average of 12 different technologies connected to a single contact center environment. Emite pulls in data from multiple sources, eliminating the need to log on to multiple tools like Salesforce, Zendesk, Google Sheets, Excel, or CSVs when creating a holistic performance report.
This immediate access to actionable data provides the type of real-time insights that allow contact center managers to make informed decisions faster.
Over the past year, nearly all industries across the world have had to quickly pivot to address a rapidly evolving economic environment and with a rise in calls and digital interactions from customers, the financial services sector needs to continue delivering reliable customer service while also adjusting to agents working from home.
Those companies with the tools and flexibility to make the necessary changes have an advantage – and the companies with the ability to effectively analyze contact center performance right now will continue to prevent customer churn and grow revenue by providing a high quality customer experience.
Emite can help effectively manage a remote workforce by providing:
By unifying all communication channels, interactions and work items through automated routing, the right cloud platform lets you design, monitor and tune the entire customer journey.
Our previous on-premise system provided inconsistent and inaccurate data. emite provided visibility, giving the team assurance that our new contact center with Amazon Connect was actually working.
Before emite, we were spending hours logging onto multiple reporting platforms and even more time trying to create reports to show our Board exactly how our contact center was performing. emite’s dashboards are simple to use and have transformed the way we analyze our agent performance and improve the customer experience.
Get in touch with your regional Emite office