Banking Features

Increased Efficiency Across the Organization

Genesys intelligent Workload Distribution (iWD) integrates resources, contact center capabilities, and internal business processes to ensure the right resources proactively receive the highest value tasks at the right time, regardless of location or channel. It improves business efficiency and customer service with real-time prioritization of tasks and interactions from a broad range of enterprise work sources and software applications.

Contact Center Virtualization

Genesys SIP helps banks move towards a virtual contact center that allows geographically dispersed customer service agents to operate as a single team. Regardless of location, customer service agents can be called upon, as available, to ensure appropriate response levels and to provide access to needed expertise.

Interaction Blending

The Genesys CIM Platform ― combined with Genesys Inbound Voice, Genesys Outbound Voice, Genesys E-mail, and Genesys Chat ― allow banks to optimize customer service agents’ time by blending inbound service calls, outbound sales calls, e-mail, and chat.  This task blending allows a bank to switch customer services agents and bank branch employees to outbound calls, e-mail, and chat when inbound call and bank branch activity is low.

An Inviting Customer Front Door

The Genesys intelligent Customer Front Door^TM (iCFD^TM) combines self-service with customer data and business logic to gather the caller’s intentions, add contextual information about the caller’s profile and history, and route them and their information to the most suitable self-service or assisted resource to effectively resolve the interaction. This access to customer intentions and customer data is ideal for segmenting customers, allowing you to route high-value customers to customer service agents specially trained to handle their needs.

Proactive Contact

Genesys Proactive Contact allows you to proactively notify customers via e-mail, phone, SMS, and other channels, based on their preferences. These messages give the customer the opportunity to maximize opportunities, minimize negative impacts, and take advantage of cross-sell and up-sell offers.

Consistent Service Across all Channels

The Genesys Customer Interaction Management (CIM Platform and Genesys Proactive Engagement help you carry on a seamless conversation with customers across time and channels. Whether they are on the Web, in the contact center, or at a branch, you can engage high-value customers in real time with the best available resource.  Proactive Engagement also allows you to prioritize interactions; for example, directing a customer service agent to initiate a chat session with a high-value customer who is on your Web site, instead of taking a call concerning a change of address.