Call centres

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/cloud

Leeds Building Society signs on-demand call centre contract with Sabio group

Sabio Group, the digital customer experience (CX) transformation services specialist, has secured a multi-year contract with Leeds Building Society which will drive innovation in its contact centre, and improve customer care for the Society’s members.

/ai

Boost.ai scores credit union contract wins

Leading conversational AI provider boost.ai today announced Credit Union of Colorado and Desert Financial Credit Union (DFCU) as new customers alongside a new strategic partnership with Pindrop, industry leaders in voice security solutions.

/retail

Eltropy launches Voice+ for community FIs

Eltropy, a pioneering conversations platform for credit unions and community banks, today launched Voice+, integrating traditional voice capabilities with digital channels like text messaging, video, and chat into a unified contact center solution.

/retail

Glia introduces voice banking virtual assistants

Glia, the leading provider of Digital Customer Service (DCS), today announced a voice banking solution for the Glia Interaction Platform.

/retail

Shawbrook Bank appoints Firstsource to develop contact centre service

Firstsource Solutions Limited (NSE: FSL, BSE:532809), a global provider of Business Process Management (BPM) services and an RP-Sanjiv Goenka Group company, has been appointed by Shawbrook Bank Limited, a fast growth specialist retail and commercial bank, to increase its customer service capacity for its retail banking users.

/cloud

ING rolls out global contact centre

Whether it be by phone, by chat or by video, it should be easy for you to contact ING on any channel.

/retail

CBA to convert 90 regional branches to afternoon call centres

Commonwealth Bank of Australia (CBA) branches in 90 regional locations are adapting to meet customers where they are now, stepping up to provide service to their local communities in the morning and early afternoon before supporting customers across Australia from 1:45pm.

/retail

Truliant Federal Credit Union invests in Posh Technologies

Truliant Federal Credit Union announced today an investment in Posh Technologies, a Boston-based fintech company. Posh will deploy its full conversational AI product suite to support Truliant’s banking ecosystem.

/startups

Locality Bank IO and Nymbus to launch community bank serving SMBs

Nymbus, a leading provider of banking technology solutions, today announced Locality Bank IO has selected Nymbus and its unique GROW model to launch South Florida’s newest digitally-enhanced community bank for serving small and medium-sized businesses (SMBs).

/cloud

Skipton Building Society takes call centre workforce management to the Cloud with Nice

NICE (Nasdaq: NICE) announced today that Skipton Building Society has selected its cloud-based Workforce Management (WFM) and Employee Engagement Manager (EEM) offerings as a bundled solution for its contact centers.

/cloud

Emirates NBD to implement cloud communications package from Moro

Moro Hub (Data Hub Integrated Solutions LLC), a subsidiary of Digital DEWA, the digital arm of Dubai Electricity and Water Authority (DEWA) in collaboration with Avaya, has partnered with Emirates NBD Bank to provide the bank with an omnichannel platform – Moro Connect.

/Call centres

Sber to save 7,000+ hours a month with adoption of AI at corporate customer service centre

Sber will improve the service rate of its Centre for Corporate Solutions (CCS), a contact center for businesses, through artificial intelligence.

/Call centres

HSBC UK introduces interactive voice response system for call centre queries

HSBC UK has begun the introduction of a new voice-driven menu to assist its telephone banking customers, enabling callers to state their intent verbally and be directed to the correct team automatically, saving time for both customers and customer service colleagues, the bank announced today.

/payments

MarTrust signs contact centre deal with New SIA Greece

New SIA Greece, the wholly-owned subsidiary of SIA - a leading European hi-tech company in payment services and infrastructures controlled by CDP Equity -, has reached a strategic agreement with MarTrust, the global maritime financial solutions leader, to provide new real-time Contact Centre Services supporting its global cardholders operations.

/retail

CBA redeploys 500 branch staff to call centre and online teams to contact customers over Covid-19

Commonwealth Bank is moving to deliver more tailored customer assistance for those affected by coronavirus to continue to provide support which better suits their needs.

/retail

BNP Paribas Fortis chooses Worldline for contact service

Worldline [Euronext: WLN], the European leader in the payments and transactional services industry, has sealed a multi-year contract with BNP Paribas Fortis, a leading financial institution in Belgium and across Europe.

/payments

Payguard to deploy Nuapay to provide open banking payments for telephone orders

Leading provider of account to account payment solutions, Nuapay, today announces that it has been selected by PayGuard a brand of Fusion Telecom to provide open banking payment services to its call centre customers.

/wholesale

ANZ to create dedcicated hotline for business customers seeking Covid-19 relief

ANZ today announced it would establish a dedicated hotline to help small and medium business customers who are eligible for the Federal Government’s Job Keeper payments.

/covid-19

CBA launches coronavirus comms campaign after eight-fold growth in call centre volume

In what is a concerning and confusing time for many Australians, Commonwealth Bank is launching a mass coronavirus communication campaign from today, across all mainstream and social media channels, to help customers access the support and information they need.

/security

RCBC Bankard rolls out Verint biometric tech at call centre

Verint Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, in partnership with Inspiro Relia, Inc. (Inspiro), have optimised the quality of RCBC Bankard’s call centre operations with the implementation of Verint’s innovative voice biometrics solution*, part of its Identity Authentication and Fraud Detection (IAFD) offering.

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