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Category Archives: Banking & Finance

How Can AI Voice Analysis Help Banks in Boosting Client Satisfaction?

Posted on August 25, 2022 - 5:41 am by
How Can AI Voice Analysis Help Banks in Boosting Client Satisfaction_

Banking is one of the most competitive industry verticals. There are so many banks, including private banks that are trying to attract customers to use their services and banking products. Thus, unlike traditional times when customers used to use services from specific government banks only, now customer experience and satisfaction have become vital. This is the reason each bank has put a customer care department within the bank using skilled banking agents and the best call center solution. There are multiple other banking communication solutions available other than the call center software that can help improve customer satisfaction for a bank. AI voice analysis tool for banks is one of the tools like that.

What is an AI voice analysis tool?

This tool is also referred to as an AI call center solution because it is an artificial intelligence-drive module that can be integrated into the call center solution.

The AI voice analysis tool for banks analyzes each call for quality based on predefined parameters such as:

  • Usage of positive words
  • Tone of voice
  • Emotions in the voice
  • Silence in the conversation
  • Verbose minutes of conversation
  • And more

Based on these parameters, it gives an overall score along with scoring each individual parameter.

How does an AI voice analysis help banks to boost client satisfaction?

This quality assurance tool can boost client satisfaction in multiple ways. Let’s check how.

1. It checks each and every call for quality

Unlike a manual analysis system, in which the manager checks only some random calls, the AI call center solution will analyze each call for quality assurance. This tool will ensure that none of the quality of service-related mistakes are overlooked. Thus, it helps in taking care of each client and the experience delivered to him or her to improve overall and individual banking customer experience.

2. It highlights unspoken signs of client experience

It is easy to decode a client’s frustration when he or she gets angry and shouts at a banking executive, but it is difficult to decode whether a customer is happy, sad, or upset with the banking services if he or she is not using those kinds of words in his conversation. The AI voice analysis tool for banks can analyze the tone and emotions in the voice to highlight when a client was upset or disappointed with the answer of the banking agent. This helps in improving conversation style and decoding unspoken emotions of clients to deliver better customer service.

3. Improve training

Agents handle banking clients, so they must be trained for rectifying their mistakes. The AI voice analysis tool provides details on individual mistakes. This helps in training agents based on specific mistakes they might be making during a call. This helps in improving the customer care standards in banks and boosts client satisfaction.

If you are interested in exploring more about a banking call center solution and AI voice analysis for banks to boost customer satisfaction, we can help you. Contact us to initiate the conversation.

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How Can Elision Improve Communication in the Banking Industry?

Posted on August 23, 2022 - 5:38 pm by
Elision Improve Banking Communication for Banks

The banking industry needs to make a secure and intelligent connection with clients to retain them and constantly improve the customer experience with reliable banking communication. To improve intelligent customer engagement, banks need the best communication solutions, too.

We, Elision, have developed a wide range of banking communication solutions that can help banks make an engaging connection with clients. These tools can help in improving customer experience by bridging the gap between communication and intelligent engagement.

Let us share how it happens, but before that, here is a quick brief of our banking communication solutions.

1. Omnichannel contact center solution

It is specifically designed for banks with custom features to help in handling emergency and premium banking services with a more professional approach along with handling common banking queries of clients and prospects.

2.IP PBX solution

Internal team collaboration in a bank is as important as handling customer engagement and concerns. The banking IP PBX solution helps in consolidating internal communication, plus, ensuring productive and fair usage of resources.

Now, let’s explore how our banking communication tools improve communication in the banking industry.

A. PCI and TRAI compliance adherence

PCI and TRAI compliances are set protocols by the government in India for keeping customer data and sensitive information protected while it gets exchanged over communication lines, which can be intercepted. The call center solution for banks and other banking communication tools makes sure these compliances are followed rigorously. The team of Elision can even implement other legislation or security compliances in the banking communication software solutions depending on the need of a bank. This not only keeps customer data protected and follows the legislation, but it also builds a positive and trustworthy brand.

B. Engage banking clients

Elision has developed the best banking call center solution that can engage clients even when banking executives are unavailable to handle calls. It makes sure that customers don’t hear unreachable or busy tones rather it engages clients with soothing music on hold. It also provides communication options like blocking a card with hot marking or connecting a client to a banking agent that can resolve the concern in the first attempt. The omnichannel contact center solution for banks developed by Elision helps in engaging clients by delivering an exceptional customer experience.

C. It helps in maximizing resource utilization

The banking communication tool such as IP PBX solution and call center solution manages better resource utilization. It makes sure that all calls and conversations are recorded and can be monitored in real-time. It helps in ensuring that each team member uses communication tools productively. All customers are managed professionally. There are multiple other ways, these tools help in boosting resource utilization.

In a nutshell, painstakingly developed features of the banking solutions help in monitoring customer experience, banking staff productivity, and fair usage of telecommunication resources. This contributes to the improved communication and customer experience in banks. It also boosts the performance of banking staff.

If you are interested in knowing more about these unified communication tools for banks and booking a demo for these tools, contact us.

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Elision Tools for Video KYC in Banking and Fintech Industry

Posted on May 27, 2021 - 6:33 am by
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We, Elision Technologies Pvt. Ltd, have been catering to different industry verticals with our feature-rich tools. In this blog, we will share how some of our tools help the banking and Fintech industries.

We have been offering different solutions and tools to the banking industries and each of them is loaded with some amazing features. All features are built to strengthen different operations and departments of any bank and Fintech organization.

What is the KYC process?

KYC (Know Your Customer) is one of the important processes in banks and some finance organizations. This process requires customers to submit some identity proofs and documents to the bank or respective finance organization.

Similar to some countries, in India, KYC processing is necessary. Earlier, customers need to visit a branch of the bank for KYC processing, but now, some banks in India have started supporting remote KYC processing. The technology tools can simplify the whole process of KYC. Video KYC is the concept introduced by banks and FinTech companies to process customer KYC remotely.

Which tools of Elision simplify the KYC process of the banking and Fintech industry?

We have been catering to the banking and finance industry for more than a decade with our interesting tools. You can check our clientele and case study sections to explore more information about the customers we have catered with our unified communication tools.

Video KYC can also be processed by the technology tools we offer to the banks, insurance agencies, stock market companies, and other FinTech organizations. Let us share a brief about the two major tools that can be used for video KYC.

MassMeet: Video Conferencing Solution

MassMeet is a web-based conferencing solution that supports both audio and video conferencing. It gives a crystal clear voice and high-definition video quality. It also supports changing video resolution if required. It comes up with an array of features along with video conferencing.

Banks and other financial organizations can take advantage of MassMeet to process KYC for a customer. To use this video conferencing solution, customers don’t need to download any other software or mobile app. They also don’t need any browser extension. By simply typing their name, they can join the video call with the executive to process the KYC remotely. Bank executives cannot only exchange required scanned documents, but also use other rich communication features available in this best video conferencing solution.

DialShree: Call Center Solution

It is a call center solution that supports unified communication channels. Therefore, it is also an omnichannel contact center solution. A majority of banks and FinTech organizations use a call center solution. DialShree supports video chat. By using this software, banks can make sure that KYC can be processed using the same software that is used to run other campaigns like customer support, customer relationship management, sales, etc. For KYC processing, there are usually only one-to-one calls, here the video chat feature available in the DialShree call center software can be used by banks and FinTech companies.

Both of these tools have several advanced features to simplify different operations in banking and Fintech organizations. Contact us to know more about them and book a free demo to know how they can benefit your Fintech organization or bank.

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How Banks Are Transforming Their Collection Processes with Call Center Software?

Posted on March 10, 2022 - 4:54 pm by

For many years, the banking industry has started using technology tools as a call center solution. From processing credit card requests to resolving common customer questions, much has been resolved using the call center solution for banks.

Along with meeting day to day operational needs of banks, this software is also useful in optimizing some banking operations and enhancing its results. The debt collection process has been transformed using the call center software for banks.

The call center solution for banks uses specific features such as collection module, customer profiling, sticky agent, preview dialer, predictive dialer, etc. to transform the traditional process into an enhanced one.

A. Classify Leads

The call center solution for banks with a collection module lets supervisors filter leads depending on different criteria such as lead score, payment history, number of due EMIs, etc. Depending on the group of leads, banks run custom calling campaigns using a predictive dialer or a preview dialer.

B. Send an automated reminder multiple times

The banks use voice broadcasting and SMS broadcasting features available in the contact center solutions for banks to send reminders to the customers about the due date of EMI. These features don’t involve agents in the calling campaign. This keeps agents available for other productive jobs such as running collection campaigns for overdue customer accounts.

The banks can send automated reminders, multiple times to customers using these call center automation features.

C. Tight follow-ups on overdue EMIs

There can be some customers with multiple overdue EMIs. These accounts need to be dealt with personalization and expertise. The call center software with a collection module will have a payment utility feature, which will show details of such customers. The banks can run personalized campaigns for this group of customers to increase the chances of payment and collection. Preview dialer and call center CRM integration come to the rescue of the agents to achieve increased collection.

D. Get certain answers from customers

The call center software for banks with a collection module makes some customer form fields mandatory to get more certain responses from customers. For example, if a customer promises to pay, he has to share the date of payment and the agent has to put that date before wrapping up the call.

E. Contextual discussion with mapped customer journey

Even if a bank uses an omnichannel contact center solution, the call center software for the bank will show all conversations between the banking call center and the customer. This will give context to the agents while having a discussion with customers. This helps in personalizing conversations and increasing collection.

The tailored unified communication solutions for banks transform various banking operations to do better. The contact center solution for banks with customized features helps banks to increase collection and improve other KPIs.

We offer call center collection integration to integrate a collection module into the call center software.

We also offer tailored unified communication solutions for banks like an omnichannel contact center solution, IP PBX software, video conferencing solution, and custom telephony solutions. Contact us to book a demo and know more about these solutions.

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