In this infographic, learn why unified communications and customer experience management and contact center solutions from Avaya are so popular with the largest banks in the world. Or learn more at avaya.com/financialservices

1. Finance
75% of the top 20 global banks use
Avaya products and services4
9.6%
8.7%
7.7%
’12
’11
’10
Customers that indicate they
switched their primary banking
institution during the past year to
a new provider.2
The needs and requests of your
high-net-worth customers are often
complex, so a customer’s first
contact with your organization is
critical. For every additional contact
needed to complete a transaction,
customer satisfaction scores
typically drop 20 points.5
Banking
95%
of consumers associate the level
of service they receive in the
branch with the overall
impression they have of the
financial services provider.3
1/2
of customers, regardless of bank
size, who said fees were the main
reason to shop for another bank
also indicate that their prior bank
provided poor service.2
1/3
is the potential cost to a financial
services firm that loses a mobile
device containing customer
data. The cost of noncompliance
can be staggering, even for a
single lapse in compliance with
PCI standards.6
Insurance
A recent study showed that an
increasing number of bank
customers use the Web for
basic bank transactions and rely
on the bank branch or contact
center for complicated issues.1
of customers of big and large
regional banks cite fees as the
main shopping trigger.2
19%
of customers indicate
promotions were the reason
they selected their new bank.2
Claims service sells insurance.7
257million
smartphones will be in use by U.S.
consumers by 2016.9
2/3
Bad claims experience is cited
more often than rates as cause
for leaving current providers.8
Mobile applications
are growing in usage
and significance.8
Interactions are expected to
be immediate—customers
will not wait for information.8
Customers want to decide
when and what information to
pull rather have it pushed.8
73% of Millennials leave
after one bad experience,
and 85% tell others about
their poor experiences.10
Mobile Device
Adoption Explodes
of insurance customers are
satisfied or highly satisfied with
Web or mobile experiences.8
11
66
105
126
50%
80% of companies believe they
deliver a superior customer
experience, but only 8% of their
customers agree.
of customers planning to purchase
insurance intend to buy from their
existing provider.11
‘10
43%
‘12
‘14
‘16
126 million tablets will
be in use by U.S.
consumers by 2016.
of customers intend to renew or
buy online vs. through agents.11
92% of consumers form
an opinion about a
company’s image through
their interaction with the
contact center.10
Learn more at avaya.com/financialservices.
(1) BT Global Services and Avaya research, February 2012. (2) "U.S. Bank Customer Switching and Acquisition StudySM," J.D. Power and Associates,
February 2012. (3) "Leveraging the Branch in a Changing Financial Marketplace,” Synergistic Research, August 2009. (4) Fortune Global 500, 2009.
(5) Avaya-observed client data in the financial services industry. (6) "Unified Communications Security: A Best-in-Class Strategy to Unleash
Value,” Aberdeen Group, February 2011. (7) Tower Group. (8) "Forrsights Budgets and Priorities Tracker Survey, Q2 2010," Forrester Research. (9)
"Mobile Is the New Face of Engagement," Forrester Research, February 2012. (10) Benchmark Research, Convergys, Customer Focus Inc. (11)
"Accenture Multi-Channel Distribution Insurance Consumer Survey, April 2010."