Delivering Extraordinary Customer and Employee Experiences in Financial Services

Contact centers in the financial services industry face a difficult challenge. Customers expect seamless, instant resolution to every issue, without regard to regular business hours. Organizations are eager to deliver on this value, but they have to overcome data challenges and meet strict regulatory standards to do so. Contact center agents can be stuck in the middle, between increasingly demanding customers and internal processes that make resolving issues less than instantaneous.

Too often, the result is high Average Handle Times (AHT), inconsistent service, employee burnout, and customer frustration. To change this, organizations need a modern platform that both embraces AI and is fundamentally engineered for the complexity of financial services data environments.

Rapid Automation can Lead to Rapid Rewards

As financial services organizations explore areas where AI can drive business value, the contact center is emerging as an attractive candidate. Even the most expert reps spend much of their time doing the kind of repetitive tasks that can be automated effectively with AI. Perhaps more importantly, contact centers own valuable and persistent touchpoints, which can drive customer loyalty, new opportunities, and revenue, or push customers away.

Industry Expertise, Specialized Solutions, and Microsoft Technology

At Hitachi Solutions, we help financial services customers take advantage of this opportunity by combining our deep domain experience, our 100% focus on Microsoft technology, and highly performant solutions we’ve developed through years of contact center modernization projects.

The foundation is Microsoft’s Contact Center as a Service (CCaaS) solution, built entirely on the secure, compliant foundation of the Microsoft cloud. Using Dynamics 365 Customer Service and Copilot for Service, this solution centralizes data and operations. Financial organizations move away from disparate systems and toward a true, 360-degree view of the customer, a critical step toward effectively leveraging AI.

In addition, Hitachi’s proprietary Empower Data Platform builds on our industry expertise, with capabilities that specifically address the needs of banking, insurance, capital markets, and fintech organizations to accelerate implementation. Our contact center solutions, like Intelligent Call Wrap-up, which simplifies post-call administration for agents, streamline the automation of key workflows, getting customers to demonstrable value faster.

What Does This Mean for Customer and Employee Experience?

Dramatically improved customer experience

Customers want their issues resolved swiftly and securely. Our approach achieves this in specific, measurable ways:

• Faster, seamless resolutions
  When contact centers have centralized data access, customers see their issues handled on the first contact more often, whether the contact happens in a chat or over the phone. Faster issue resolution also frees agents up to focus more on customer contact, reducing the wait times that are a leading customer pain point.
• Security as efficiency
  As important as security is to customers, jumping through security hoops can be laborious. Streamlining security checks, like identity verification, allows customers to spend less time getting to the reason for their call and more time solving it.

Happier, more fulfilled employees

For agents, a modern CCaaS solution means trading tedious administrative tasks for high-value interactions.

• Reduced administrative burden
  To meet compliance and reporting standards, financial services organizations need to ensure that every customer contact is notated and reported accurately, putting a significant burden on agents. Automation can relieve that burden, allowing them to focus more on connecting with the customer.
• Data visibility and confidence
  When agents have comprehensive visibility into customer data and simplifying their workflows, they can handle more customer issues in the moment. This improves their sense of success and confidence, improving job satisfaction and making the change to AI-powered customer service a source of empowerment.

Making AI in the Contact Center Make Sense

AI isn’t a magic bullet that will solve every problem. In the contact center, however, AI can empower agents to deliver value to customers more quickly, securely, and reliably. To learn more about our approach to CCaaS implementation and contact center modernization, contact our team today or click to learn more about our 4-week assessment.