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.

Bank of Ireland to equip call centres with single customer view and voice biometrics

/retail

Bank of Ireland to equip call centres with single customer view and voice biometrics

Bank of Ireland is spending €34 million to overhaul its call centre operations, providing operators with a single customer view and introducing voice biometrics for added security.

Westpac announces multibillion tech upgrade

/retail

Westpac announces multibillion tech upgrade

Australian bank Westpac is planning to spend billions of dollars over the next four years to simplify its technology infrastructure.

/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.

VTB trials voice assistant that can predict client demands

/retail

VTB trials voice assistant that can predict client demands

Russia's VTB is anticipating a 30% uplift in call centre automation following the introduction of a voice assistant that can anticipate client demands.

/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.

BBVA launches digital retail bank in Italy

/retail

BBVA launches digital retail bank in Italy

Spanish giant BBVA is making a push into the Italian retail banking market with the launch of a digital-only service.

Westpac rolls back offshore outsourcing for customer facing contact roles

/retail

Westpac rolls back offshore outsourcing for customer facing contact roles

Westpac has brough over 1000 jobs back to Australia following a commitment in 2020 to roll back offshoring of customer facing contact roles.

/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.

Call centre data security firm Semafone scores majority investment

/security

Call centre data security firm Semafone scores majority investment

Call centre data security and compliance specialist Semafone has secured a majority investment from PE firm Livingbridge. Terms were not disclosed.

CaixaBank taps into European Innovation Council network of startups

/startups

CaixaBank taps into European Innovation Council network of startups

Spain's CaixaBank has signed on to the European Innovation Council (EIC) Corporate Partnership programme, working with a handful of startups on joint projects.

/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.

HSBC's Voice ID prevents £249 million of attempted fraud

/security

HSBC's Voice ID prevents £249 million of attempted fraud

HSBC's caller identification programme Voice ID has cut telephone banking fraud by over 50% during the past year, demonstrating the value of biometric verification in the fight against scammers.

/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).

Santander launches digital cash management service

/payments

Santander launches digital cash management service

Santander has teamed up with Prosegur Cash to launch an in-store digital cash management service in Spain that puts the notes and coins merchants accept straight into their bank accounts.

HSBC to move 1200 UK call centre staff to permanent home working

/retail

HSBC to move 1200 UK call centre staff to permanent home working

HSBC is to move 1200 of its call centre staff to permanent working from home contracts, Reuters reports.

HSBC taps Google Cloud for call centre AI

/cloud

HSBC taps Google Cloud for call centre AI

HSBC has enlisted Google Cloud to build a global call centre AI chatbot that helps employees cut down on the time they spend on manually intensive queries.

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