Transform Banking CX with Intelligent Support Solutions
Achieve 90% First Call Resolutions With Intelligent Support
Why reducing Handle Times is key to transforming Customer Service Optimization?
Industry average handle times for customer support in the banking and financial services sector is a little over 5 minutes. Leading studies indicate that customers who experience issue resolution in less than 4 minutes are significantly more likely to continue doing business with the bank. Banks need to actively focus on bridging the gap between growing customer demands for instant issue resolution and complying with complex regulatory environment. Minimal access to customer information and delays in understanding customer intent as well as history, further dents the bank’s ability to provide personalized issue resolution support in the first call.
Our customer support transformation solution boosts First Call Resolution (FCR) to 90%, far exceeding the industry standard of 65-73%, while slashing average handle time by 50% from 5 minutes.
Maveric’s Customer Support Transformation Solution
Functional Architecture
Our solution’s loosely coupled architecture allows for rapid integration with API interfaces of Retail, Cards, Loans, Wealth and CRM applications. Furthermore, it seamlessly integrates with industry-leading platforms such as Genesys and AWS contact center.
Bot Framework
Orchestrates seamless communication between customer and agent with the help of IKMS & LLM.
Intelligent Knowledge Management System (IKMS)
Houses real-time customer, product, and transaction data, along with insights from past interactions and allows semantic search.
On-Prem LLM
Optimized for banking, operates with minimal compute power and guarantees data security without breaches.
Business Benefits
Enhanced Customer Satisfaction
Proactively addresses inquiries and delivers hyper-personalized experiences, fostering deeper customer loyalty.
Improved First Call Resolution
Achieves 90% FCR, far exceeding, industry standards.
Increased Agent Productivity
Doubles agent productivity, leading to significant operational cost savings.
Seamless Integration
Rapid integration with existing systems, ensuring minimal disruption and quick deployment.
Reduced Handle Time
Cuts average handle time by 50%, ensuring quicker issue resolution.
Data Security
Ensures data security with on prem solutions, maintaining customer trust.
Accelerate customer issue redressal
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 customer growth areas.
Differentiated Engagement
Technical engagement led to customer value creation.
Meet the Experts
Kishan Sundar
Senior Vice President, Chief Technology Officer – Key Accounts
Arindam Ray
Vice President – Central Engagement
Arindam Ray
Vice President – Central Engagement
Ready to transform your banking ecosystem?
Contact us today to learn how Maveric’s “Customer Support Transformation Solution” can accelerate your innovation journey and position your bank for long-term success.
