Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Retail banking

397 views

Published on

Retail Banking: Trends in contact center automation, Vertical and technology trends

Published in: Economy & Finance
  • Be the first to comment

  • Be the first to like this

Retail banking

  1. 1. Retail Banking: Trends in contact center automation; Vertical and technology trends Brought to you by:
  2. 2. ABSTRACT The technology evolution of the market and vendor opportunities The market inhibitors that may hinder the pervasive adoption of contact center automation among retail banks.
  3. 3. ABSTRACT Many banks are moving towards a virtual contact center to allow geographically dispersed agents to operate as a single, winning team. Via a virtual contact center, all incoming contact center calls can be routed to the available agents depending upon their availability regardless of their location and time. Rapid digitalization has resulted in a lower attention span of customers. As customers have access to multiple brands and interaction touch points, they can change their brand loyalties with just a click of a button. This has made it even more difficult for service centers, such as banks, to enhance their customer experience and retain customers. Contact center automation has therefore served in many ways to bring a bank’s stakeholders together and enable contact centers to improve their line of banking services. The focus of the next phase of automation is on delivering omnichannel communication, wherein the customer can communicate through a channel of their choice with the information they share via one channel, before being carried over to the next channel.
  4. 4. Length Publisher Published Date 29 Pages Current Analysis May 31, 2016 Table of Contents Business Challenges Market Dynamics - Demand - Supply Technology Lifecycle - Budget Opportunities Market Size and Forecasts Future Outlook - Age of customers and disruptive forces are acting as catalysts for the rapid adoption of contact center automation among new age bankers Appendix Learn more about this report
  5. 5. ABOUT THE PUBLISHER Current Analysis, a wholly owned subsidiary of GlobalData Plc, is a leading global provider of timely, practical market and competitive intelligence for telecom and IT businesses. For over 15 years, our independent experts and proprietary services have empowered fast-paced companies to quickly evaluate opportunities, benchmark performance, make more informed decisions and win business. Relied upon as an unbiased and trusted partner, Current Analysis serves more than 35,000 professionals representing over 1,500 major organizations. View more reports from this publisher Other Titles from this Publisher Insurance: Trends in policy administration; Vertical and technology trends Retail Banking: Trends in governance, risk and compliance (GRC) management; Vertical and technology trends Insurance: Trends in online platforms; Vertical and technology trends
  6. 6. We Help You Find the Business Intelligence You Need Knowledge Center With our Knowledge Center solution, you gain unlimited, company-wide access to an entire catalog of industry- specific market research reports for one fixed cost, providing your organization with both predictability of spend and reliability of coverage. Plus, you will reduce time and stress by utilizing the Knowledge Center’s powerful and convenient platform functionality, including advanced full-text search, instant downloads, and alert and usage-tracking tools. Profound MarketResearch.com’s Profound solution allows you to maximize your research budget by purchasing only the specific data you need. Extract individual sections, tables, charts or graphs from our comprehensive collection of more than 800,000 market research reports from more than 200 publishers across nearly 700 industry sectors. Market Research Reports MarketResearch.com provides you with instant online access to the most comprehensive collection of market intelligence products and services available on the Web. Our extensive database offers reports from more than 720 leading publishers, offering expert insights on global industries, products, company profiles, and market trends.
  7. 7. For more information and additional research, visit MarketResearch.com or call 800.298.5699 Brought to you by:

×