Banking and Financial Services
Daisee leverages cutting edge artificial intelligence technologies to accurately capture, translate and decipher every customer interaction. Capturing 100% of conversations, Daisee scans and flags interactions using the world’s first Programmable Scorecard™ to automate insights into functions as diverse as external marketing and employee training.
Dec 18, 2020
Disruptive forces are changing the way banking and financial services institutions compete for customers. The rise of neobanks and fintech firms, coupled with the increasingly sophisticated nature of consumers who are protected by stringent regulations, has increased the level of competition at every level.
Today, customers hold financial institutions to much higher standards than ever before. Firms face stricter compliance requirements, more complex customer expectations and ever-evolving community values. To provide world-class service delivery, firms need absolute accuracy when developing policies and procedures.
The ability to react to acute customer insights and deliver cost-effective solutions to daily operational challenges is likewise crucial to ongoing sustainability.For banking and financial services companies to stay ahead of the competition, they need to be able to anticipate change and proactively innovate according to customer requirements. Firms that are able to provide a superior customer experience put themselves in a position to build on past successes.
Daisee leverages cutting edge artificial intelligence technologies to accurately capture, translate and decipher every customer interaction. Capturing 100% of conversations, Daisee scans and flags interactions using the world’s first Programmable Scorecard™ to automate insights into functions as diverse as external marketing and employee training. Daisee facilitates the identification of themes across your firm as well as at the level of an individual agent.
Get in touch with the experts at Daisee to learn more about how to gain the benefits of voice analytics at your financial services firm.
Quality Assurance Outcomes. Provide a World-Class Customer Experience
Daisee provides individual and thematic insights on the customer experience.
- Measure Customer Experience (CX)
Monitor and analyse 100% of interactions for customer satisfaction.
- Understand Your Team's Performance
Discover best practices across all agents and locations to coach others how to improve the overall customer experience.
- Customer Churn
Proactively identify and remediate customer churn or complaints.
- Analytics and Actionable Insights
Improve the customer journey by identifying common pain points through interaction analytics.
Daisee’s advanced speech analytics generate cost savings by reducing time and resource wastage.
- 100% Quality Management Coverage
Attain 100% QM coverage at a fraction of the cost of monitoring manually.
- Automate Quality Management
Extend and automate QM scorecards.
- Improve Financial & Corporate Relations
Improve SLAs (FCR, AHT).
- Minimise Salary Costs and Overheads
Reduce agent and customer attrition costs.
- Future Focused
Gain the benefits of scalable infrastructure built for enterprise.
- Understand The Voice Of Your Customers
Identify common customer enquiries that can be automated, directing the more complex enquiries to your agents.
Daisee analyses unmet client needs and increases your sales of relevant solutions.
- Up-Sell Opportunities
Identify cross-sell and up-sell opportunities.
- Script Adherence
Provide coaching on script adherence and sales call outcome predictors.
Predict sales success.
- Optimise CX
Increase customer satisfaction.
- Act with Foresight
Identify new commercial opportunities from conversational data.
Daisee identifies areas for training and agent development to improve agent effectiveness, which leads to greater agent satisfaction and higher employee retention.
- Improve customer satisfaction.
- Identify and target agent training needs.
- Diagnose call friction factors.
- Guide agents to the correct call path.
- Identify 50+ unique call behaviours.
Daisee monitors all calls for regulatory and conduct standards.
- Listen to and understand 100% of conversations.
- Identify and train out individual and team compliance mistakes.
- Establish vulnerable groups who might require a specific approach.
- Identify and alert supervisors to behaviours such as mis-selling.
Daisee’s data and analytics provides actionable insights to improve marketing effectiveness.
- Adjust campaign messages and improve results by monitoring daily customer sentiment and reaction.
- Identify and use customer words and phrases to improve messaging and Adword buying.
- Create reports for product teams to identify pain points and recommend enhancements.