FINANCE & BANKING

Meet compliance regulations and customer expectations  

Financial services and banking organizations face two unique challenges – delivering the best customer experience (CX), while staying compliant with critical industry regulations. Conversation analytics holds the key to both.



Deliver omnichannel excellence

Leverage voice of the customer (VoC) intelligence to improve CX during every interaction regardless of channel.

Understand every interaction

Monitor and analyze 100% of conversations with automated Quality Assurance (QA) to uncover agent performance and interaction trends.

Leverage metadata for even more value

Scan for interactions that use specific categories and key words to uncover agent and customer trends and identify areas of improvement.

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Banks, lenders, mortgage services, brokerages and other financial institutions can now

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Differentiate from the competition with better customer experience

Tap into conversational insights to identify and deliver on customer demands to survive in the industry that has the second highest churn rate.

  • Avoid mistakes traditionally made by inexperienced and unknowledgeable agents, one of the most common reasons for bank churn
  • Identify emerging customer issues to prevent customers from feeling unfairly treated, a common warning sign of losing a customer in financial services
  • Improve processes such as bill payment, balance transfers, closing an account, and more

Learn more about our Analyze product

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Improve sales and marketing strategies

Understand customer interactions to deliver insights, value and opportunities beyond the contact center.

  • Understand how customers are reacting to campaigns and make adjustments to improve outcomes as they reallocate investments, request a higher credit limit, or purchase additional financial products.
  • Discover what customers are saying about competitors to improve messaging
  • Deliver real-time insights and next-best-action guidance to agents for cross- and up-selling opportunities

Learn more about our Alert product

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Automate regulation compliance

By monitoring 100% of interactions, financial services and banking firms can more effectively adhere to consumer protection rules and other regulatory standards at scale.

  • Understand how agents and advisors are using compliance language to improve scripting and training
  • Alert supervisors to potential regulatory infractions to create coachable moments, improve performance over time, and reduce compliance risk
  • Identify customer who might require specific disclosures and alert agents in real time

Learn more about our Coach product

Talk with one of our experts to find out how our platform can help drive your business.

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Whitepaper

US Contact Center Verticals: Finance

Whitepaper

Managing the Complex Modern Compliance and Risk Environment

Whitepaper

The Rise of AI and CX Maturity for Financial Services Organizations

Talk with one of our experts to find out how our platform can help drive your business.

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CallMiner

CallMiner is the global leader in AI-powered conversation intelligence to improve customer experience (CX). CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, combining deep domain expertise with cutting edge AI analytics and machine learning. By uncovering better intelligence, CallMiner enables companies to identify areas of opportunity to drive better experiences, ultimately leading to business improvement, growth and transformational change. CallMiner is trusted by the world’s leading organizations across all major verticals including technology, media and telecom (TMT), retail, manufacturing, financial services, healthcare, and travel and hospitality.

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