Why does reducing handling time matter?
Retail banking contact centres handle thousands of calls a day across accounts, cards, loans and disputes. Agents waste minutes toggling between systems, hunting for policy details, and manually completing compliance scripts, all of which inflates handle times, reduces First Call Resolution and dents CSAT. Delivering the right information, in the right moment, while enforcing regulatory scripts is the fastest route to lower costs and happier customers.
Our solution boosts First Call Resolution (FCR) to 90%, far exceeding the industry standard of 65-73%, while slashing average handling time by 50% from 5 minutes.
Maveric Agent Assist
Agent Assist is an AI-powered real-time companion for contact centre agents, delivering live transcription, sentiment analysis, and context-aware recommendations. It surfaces the right knowledge at the right moment, ensures compliance, and enables faster, more effective customer interactions.
Real-time Conversation Engine
Live transcription, speaker separation and sentiment analysis that continuously understands the call context.
Enterprise Knowledge Layer
Semantic retrieval across account data, product policies, SLAs and past interactions to surface precise answers instantly.
Post-Call Automation
Auto-generates call summaries, case updates and QA logs for faster handoffs and audit trails.
Next-Best-Action Engine
Suggests tailored responses, offers and escalation paths to the agent in real time.
Compliance & Script Engine
Ensures mandatory disclosures, KYC prompts and regulatory scripts are presented and logged.
Integration Layer
Rapid connectors to CRM, case management, telephony and knowledge repositories, so agents never leave their screen.
Business Benefits
40% lower handling time
Faster resolutions, fewer transfers.
Higher CSAT & better FCR
Agents resolve more issues on first contact.
Improved agent efficiency
Less system switching; more focused conversations.
Automated compliance & audit trails
Simplified regulatory reporting.
Faster case closure
Auto-created summaries and case updates reduce after-call work.
Operational cost savings
Fewer escalations and shorter average handle times.
The Maveric Edge
Leverage Maveric’s contextualization depth, extensive domain competencies, and over two decades of multi-geography award-winning commitment.
Contextualized Solutions
An innate ability to bring together domain, platform, and technology expertise to craft contextual solutions to support transformation programs.
Impactful Delivery Model
A customer centric model geared for high delivery impact.
New Service Line Development
Proven ability to develop and scale new service lines aligned to customer growth areas.
Differentiated Engagement
Technical engagement led customer value creation.