Banking sector
Optimize the customer experience in the banking sector
A CX platform designed for the challenges facing banks
FOR WHOM?
For banks and social protection players looking to deliver a high-performance, seamless, omnichannel customer experience on a large scale.
ready for the sector
Digital transformation and customer relations in banks
Contact Center extended to the whole organization
Against a backdrop of strong digitalization and increased competition, customer proximity is a major objective for banks. Consequently, they need to adapt their relationship model and the technologies that underpin it, so that ALL advisors – whether in physical or digital branches, middle offices or customer relationship centers – can play a part in managing customer interactions, while ensuring that they meet their strategic challenges: compliance, customer satisfaction, operational and commercial efficiency.
Compliance with banking security standards
Compliance with European security standards (DSP2, RGPD, KYC, AML, PCI DSS, Basel III, ISO 27001, DORA …) is a central challenge in banking customer relationship management. It requires banks to reconcile data protection, smooth customer journeys and regulatory compliance, while ensuring a high level of trust and security across all communication channels, physical or digital.
Hyper-contextualizing customer journeys
Faced with increasingly demanding and connected customers, banks need to rethink their customer relations processes, focusing on hyper-contextualization and the reduction of customer effort. It’s no longer just a matter of responding to requests, but of anticipating needs, personalizing every interaction and simplifying procedures across all channels. By combining data intelligence, omnichannel customer paths and proactive advisors.
The bank advisor's reachability
A bank advisor’s ability to be reached is a key factor not only in strengthening customer relations, but also in boosting the bank’s sales performance. On the telephone, which remains the most important channel, ensuring good reachability means putting in place a solid human resource system to maximize the number of callers, and to call back as quickly as possible customers who have tried to contact their advisor without success; but reachability also concerns the e-mail channel, which must guarantee optimized processing times for written customer requests.
Enhancing the value of your employees
Enhancing the value of bank employees also means providing them with high-performance customer relations tools, and offering them appropriate digital solutions (CRM, CCaaS, CXaaS, etc.). Well-equipped advisors with ergonomic, unified, assisted and guided tools feel more recognized and are able to create a quality customer experience. This combination of human skills and technological tools becomes a key factor in customer satisfaction and loyalty.
For all banks
Specific needs for each type of banking activity
Private Banking
Private banking needs to manage a highly contextualized, secure and available customer relationship, capable of resolving requests in a fully personalized way.
Corporate banking
Professional banking requires an individualized, solutions-oriented customer relationship, capable of responding to business challenges quickly and flexibly, in order to adapt to the nomadic nature of bank advisors.
Retail Banking
Online banking
Online banking must offer a digitalized, instantaneous, agile and multi-channel contact center, with maximum automation for simple requests and expert agents for high-value requests.
for all poles
Customer relations organization in the banking sector
In banks, customer relations are organized around several complementary divisions, each with its own specific remit. This structure enables us to offer personalized support, whatever the customer’s profile, the type of product or service concerned, or the channel used.
Front Office: local relationships
– Individual and professional customers,
– Wealth management customers,
– Corporate and key account customers.
Employees in this division are the first point of contact for customers’ day-to-day needs, projects and investments.
Middle and Back Office: operational expertise
For your companyCustomer Relationship Centers (CRCs): service continuity
Performance
Maximize close relations with your customers
Odigo Contact Center for banking
Take advantage of our Extended Contact Center Cloud Platform, an omnichannel, modular and hyper-configurable solution for the diversity of your banking activities.
Console for branch advisors
A console adapted to your needs in terms of reachability and sales performance.
AI Orchestrator Omnichannel for banking
Unleash the power of AI to orchestrate seamless, intelligent, omnichannel end-to-end customer journeys
Maximize close relations with your customers
Maintain quality control with real-time supervision, and comply with regulatory constraints with interaction records.
the best
What makes Odigo unique
A French leader with a European dimension
Odigo supports its 350 customers in optimizing their customer relations, helping agents to better manage their interactions and increase efficiency.
A pioneer in customer experience
For 40 years, Odigo has been investing in innovation and cutting-edge technologies: Public and private cloud, Artificial Intelligence, CRM connectors, QM, WFM.
A single point of contact
Odigo is an operator, editor, integrator and business expert, and will support you from start to finish.
Further information
- Market trends & analysis
- Market trends & analysis, Tips and guides
- Market trends & analysis, Tips and guides
FAQ
Do you have any questions?
What is the "Extended Contact Center" promoted by Odigo?
The “Extended Contact Center” is a model that decompartmentalizes customer relations and no longer limits them to dedicated contact center agents. It involves integrating all the bank’s experts (branch advisors, middle and back-office specialists) within a unified communications platform.
The aim is to be able to route every customer request to the most appropriate employee, wherever he or she may be. This model guarantees continuity of service, maximizes customer proximity and leverages all the bank’s expertise to transform every interaction into a high value-added experience.
What are the specific challenges of customer relations in the banking sector?
The banking sector is facing triple complexity. Firstly, very strong regulatory and security pressure (DSP2, RGPD, DORA, etc.) that imposes strict processes. Secondly, rapid digitalization that is changing customer habits, who expect the same fluidity and immediacy from banking services as in other sectors.
Thirdly, the need to maintain a bond of proximity and trust as the number of physical branches shrinks, while efficiently managing a high volume of interactions.
How does a CCaaS contact center meet banks' security and compliance challenges?
A contact center in CCaaS (Contact Center as a Service) mode, like Odigo’s, is natively designed for agility and security. The platform incorporates the highest standards of compliance (PCI DSS, ISO 27001, HDS) and is continuously audited to meet European regulations.
It provides comprehensive supervision, traceability and recording tools that guarantee not only the protection of customer data, but also compliance with internal and regulatory procedures during every interaction.
What concrete benefits does a solution like Odigo bring to a bank?
The benefits are multiple and measurable. Operational efficiency is optimized, with up to 20% fewer call transfers thanks to better upstream qualification and intelligent routing to the right expert.
Automation via AI can reduce the number of simple calls by up to 40%, freeing up time for advisors. Finally, this translates into a direct improvement in the customer experience, with increased reachability and reduced handling times, boosting satisfaction and loyalty.
Ready to transform your customer relationships?
Find out how Odigo can adapt to your business challenges and organization.