Today, 70% of banking takes place online. Customers prefer to engage with a brand via more than 3 or 5 channels. The shift of customer behavior towards digital engagement is evolving rapidly. The old school fundamentals of cold calling turn out to be one of the reasons for customers churning. Analyzing the drift in customers’ preferences, CXInfinity – the digital omnichannel engagement platform, has designed an all-in-one engagement solution for the banking industry.
Over 80% of customers expect a seamless transition and consistent experience across all channels. People aren’t willing to visit banks for everything, wait in queues, or take out time from other tasks for bank work. This is where banks need to progress in digitizing the CX with omnichannel engagement continuously. CXInfinity empowers banks with omnichannel contact center solutions that will maximize sales and building long-term relationships with customers. Digitally active banks can significantly cut costs by handling even complex transactions and loans over digital channels.
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CXInfinity empowers banks to win customer trust with real-time digital engagement across channels without losing conversation context. It strengthens the bond between customers and banks with a tailored solution. The company offers a dedicated agent workspace that provides an integrated view of conversation across channels along with customer interaction history and other details.
The telephony integration unifies agent experience. CXInfinity is focused on maintaining a balance between technology and human touch and thus offering an AI-driven solution that values customers and their time. It provides a scalable and integrated self-help Knowledge Base, smart chatbots to handle level 1 queries, and intelligent conversation routing to be there for customers. Further, the company highlights the need for consistent performance to sustain customer’s trust with the bank. It’s Case Management tool for ticket resolution is an integrated system that can do wonders for banks and its customers.
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Amit Gandhi, CEO CXInfinity, says, “CXInfinity is a digital engagement platform that intends to redefine customer interaction. With an integrated omnichannel solution, we wish to transform the banking customer experience. Financial investment involves reliability and proper guidance and the anxiety of customers over a digital platform is like a cherry on the cake. To eliminate any roadblocks and have seamless interaction along with video chat assistance CXInfinity has designed a solution for the banking industry. From opening a bank account to online transactions to preapproval of loans, we empower banks to carry out every task seamlessly over digital channels. Now agents at banks can seamlessly switch between channels, conversations, and assistance to customers without switching screens. Empowering agents means to empower customers.”
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