Bank Achieves 70% Customer Resolution Within The IVR By leveraging advanced IVR technology, banking has steadily evolved to become more automated, much faster, and more convenient for customers. Not long ago, most banking transactions were conducted in a brick-and-mortar branch. Today nearly every banking transaction can be performed online or over the phone. This evolution…
Evolution Of Banking Over the past decade, changing consumer behavior paired with digital transformation has reshaped the financial services industry. More consumers have shifted from in-person transactions to online or mobile banking. With emerging fintech companies in the market, the closure of brick-and-mortar branches hit a new record in recent years. Since employees were operating…
Background And Scope Of The Research Over a year into the COVID-19 pandemic, there has been an increase in Customer Experience Management (CXM) outsourcing as enterprises looking to cut costs, balance risks, and maintain CX levels have turned to service providers to digitize their operations, shift to non-voice channels, and migrate to cloud services, all…
PagerDuty gains reliable, scalable analytics solution to help its 19,000 customers deliver better digital experiences As an innovative tech company that processes billions of events to support its customer use cases, PagerDuty relies on real-time data to understand performance—from the platform’s core infrastructure to several hundred microservicess running in AWS to efficiently manage customer inquiries…
