Respect™ unified Contact Center
Today, most customers expect you to be able to serve them well via multiple face-to-face and self-service channels-branch, phone, Web, email and IVR/telebanking. They are increasingly demanding easy accessibility to their account details, information about your products and services and quick problem resolution. How well you achieve all this is crucial to remaining competitive and is a defining factor impacting your institution's growth and profitability over the short and long terms.
The Respect unified Contact Center (uCC) system provides you with a highly flexible infrastructure, a robust set of capabilities and an effective approach for achieving personalized customer service and sales throughout the enterprise. Respect gives you the ability to not only meet, but exceed your customers' expectations of service with each interaction, regardless of the channel, by maintaining consistent customer information and interaction management. And, service success will continue to drive sales success, much as it always has.
Built upon a single Microsoft.NET platform, uCC is comprised of several fully integrated applications that address a breadth of customer relationship management functions, such as the following: (Please see product brochure to learn about all of the system's capabilities):
Customer “Screen Pops”
Key to providing personalized customer service, these screen pops link each call with a profile of the customer relationship with full CTI functionality. The feature combines data from host applications with data from your contact database to show account summaries, contact history, tailored sales messages and scripted prompts for your customer service representatives (CSRs).
Referrals, Leads & Prospect Management
The system enables routing, calendaring, follow-up ticklers, escalation and management oversight of this crucial business functions so that you can better implement sales and relationship development strategies.
Service Delivery & Contact Management
For all of your customer-facing employees, this is the foundation for managing customer relationships. These particular functions provide your team the ability quickly and easily log details of customer issues and requests into the contact database, resolve on first contact, or route for fulfillment. They can also set ticklers for follow-up, generate automatic alerts to management and escalate if service levels are not met.
Intelligent Routing & Personalization Rules
Intelligent routing enables rules-based delivery of specific skills and special capabilities to any one or all interactions so that you can apply the right resources at the right place and time. The personalization engine also equips CSRs with knowledge about each customer's needs and interests when delivering service or selling bank products via any channel, at any time.
Universal Work Queue
This essential capability helps to balance service delivery resources across all channels while maintaining service level commitments.
unified Wrapper
A distinct component of all KIVA applications, it 'wraps' around your existing desktop applications to present in a single dashboard all the sales and service functions (i.e. customer relationship profiles, personal messages, referrals, etc.) your customer/member service representative and tellers need to enhance and/or expand relationships-without disrupting those applications.