Finextra Research: Latest fintech news, analysis, interviews, features and opinion by industry experts

Company update/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.

25 February 2021

Company update/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.

15 February 2021

Company update/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.

26 October 2020

Company update/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.

14 October 2020

News/security

Police and banks to extend fraud prevention scheme to online and telephone banking

The Banking Protocol, a UK-wide scheme that enables bank branch staff to alert their local police force when they suspect a customer is being scammed, it to be extended to cover attempted bank transfers made by customers through telephone and online banking.

09 September 2020

Company update/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.

08 September 2020

News/retail

Nationwide switches on Apple Business Chat

Nationwide is giving clients the option of conversing with an AI agent via Apple Business Chat as an alternative to dialing up its call centre.

20 August 2020

News/retail

Axis Bank rolls out AI-powered voice assistant

India's Axis Bank has launched an AI-powered automated voice assistant to help answer customer queries.

11 August 2020

News/retail

Citing Covid-19, Westpac brings 1000 call centre jobs back to Australia

Westpac is moving 1000 overseas call centre jobs back to Australia after admitting that it has failed to keep up with a surge in demand during the Covid-19 pandemic.

29 July 2020

News/retail

HSBC rolls out Apple Business Chat service

HSBC UK and its first direct subsidiary have introduced a feature that lets customers contact them via the Messages app on Apple devices.

14 July 2020

News/retail

The WFH hub is here to stay - Westpac

Even as it begins to gradually bring employees back to offices, Westpac says that the Covid-19 pandemic will lead to a long-term shift to working from home.

17 June 2020

Company update/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.

08 June 2020

Company update/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.

04 June 2020

News/retail

One in four retail branches to close in Europe as digital interactions mushroom - Kearney

As many as 40,000 bank branches will close across Europe in the next three years, as increasing numbers of customers turn to digital channels, according to a study by consultancy Kearney.

27 May 2020

Company update/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.

12 May 2020

News/retail

Covid-19: Barclays CEO signals end of the skyscraper and rebirth of the branch

As Covid-19-fearing, social-distancing conscious CEOs abandon packed skyscrapers, the humble branch, long expected to go the way of the dodo, could find a second lease of life as a place to house call centre workers and investment bank staffers, according to Barclays CEO Jes Staley.

29 April 2020

Company update/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.

23 April 2020

News/people

165 jobs go as Monzo shuts Las Vegas customer support office

As Covid-19 continues to hit businesses around the world, UK challenger bank Monzo is shutting its customer support office in Las Vegas, with the loss of 165 jobs.

09 April 2020

News/covid-19

Google launches bot to help organisations answer Covid-19 questions

Google Cloud has launched a rapid response AI chatbot to help organisations, such as banks, handle ballooning customer service queries during the Covid-19 pandemic.

08 April 2020

News/covid-19

Irish banks set up dedicated phonelines for vulnerable customers

A group of five Irish banks have joined forces on dedicated free phonelines to help vulnerable customers, such as the elderly, isolating during the Covid-19 pandemic.

08 April 2020