Corillian is adding interactive technology from California-based Hipbone to its Internet banking platform Voyager that will allow online consumers to communicate with bank staff in real time.
The new package, called Corillian LiveService, uses Hipbone's Synetry suite of products to allow customers to interact directly with call centre staff via secure text chat, co-browsing and Internet call-back.
Designed specifically for customer contact centres, HipBone's Synetry enables firms to deliver online personalised customer services, while at the same time complying with privacy and security regulations.
The Web collaboration service is designed to drive adoption of online bill payment and improve cross-channel services. Corillian says live interaction with online customers also improves cross-sell ratios for products as staff are able to assess customer needs and work with them to complete a sign-up or submit an application.
Alex Hart, president and CEO of Corillian, adds: "Increasing the human interaction and ease-of-use of online financial services will drive more consumers to the online channel and allow customer service representatives to be more active in resolving concerns and selling additional products and services."
LiveService can be deployed on-site at a financial institution or hosted within Corillian's data centre.