Drive customer experiences with cloud technology
Personalization trends in user experience
A survey from retail banks by Ernst & Young recently showed that the key for users to choose financial services products in the world is based on user experience. But now, the challenge for organizations providing digital financial services is that customers have higher and more stringent expectations than before when using digital financial services.
They not only expect a convenience, cost saving but also personalized service experience. Personalizing products and services is when banks and financial institutions rely on data about users to classify target customer groups, provide products and services that are suitable for customers all over the world. All channels (omnichannel) in the most seamless way, making customers feel that the product or service is "designed" for them.
Challenges and solutions to optimize the user experience of banks and financial institutions were discussed and shared at a technology conference organized by CMC TS and other partners (AWS, Genesys) held in Hanoi recently.
Speaking at the opening of the event, Mr. Le Anh Linh - Director of Financial - Banking Solutions Division, CMC TS emphasized: "CMC TS clearly defines the investment strategy in the field of financial-banking solutions as a focus Focusing on digital transformation, cloud computing and customer experience, CMC TS has invested heavily in technology resources and experts, along with working closely with major technology companies to bring solutions. best solution to customers."
Creating a “wow” customer experience with cloud technology
As a more advanced model of Call Center, Contact Center - Omnichannel Customer Support Center is an advanced solution to help businesses create excellent customer experiences. Contact Center handles all customer-related transactions, not only by phone but also through many different channels such as messages, video calls, SMS, email, Facebook, website, etc.
Rated by Gartner as the number one Contact Center solution in the market for five consecutive years, Genesys Contact Center is an omnichannel solution that delivers a “wow” customer experience. Genesys Contact Center can integrate all platforms on a single desktop application to help businesses have a comprehensive 360-degree view of customers across all interaction channels.
In Vietnam, CMC TS is a strategic partner of Genesys, possessing more than 30 expert certificates of the company and over 5 years of experience in implementing solutions for financial institutions. CMC invests in technology and human resources to build an ecosystem of solutions and services to meet the overall technology problem, maximum support for businesses in the journey to optimize customer experience.
CMC TS and Genesys have successfully deployed the largest Contact Center system in Southeast Asia with a scale of over 7000 seats for Vietnam Prosperity Bank Finance Company Limited (FE CREDIT). With the implementation of Genesys Multicloud CX, FE CREDIT improved customer satisfaction rates by 89% and significantly saved customer connection times and call waiting times.
Automated digital transformation tools, machine learning, AI, chatbots, and cloud-based systems are the mainstay of Contact Center operations. Moving to the cloud helps businesses increase flexibility, reduce costs, and accelerate innovation.
Amazon Web Services (AWS) is the world's leading SaaS cloud platform. With over a million active customers globally, AWS has helped organizations of all sizes move to the cloud and thrive. AWS currently has more than 200 services spanning infrastructure, software, AI, Devops, Data analytics, Machine learning, IoT, and more, and 300 security features used in many global banking and government organizations. .
CMC TS is currently a strategic partner of AWS in Vietnam. CMC has a commitment to strategic and long-term cooperation with AWS to provide businesses with cloud products and services according to AWS framework standards: from Total Strategy Consulting Services, AWS Deployment Services, Services operates Managed Services, Training Services from basic to advanced.
From August 2022, AWS launched the first 2 Edge Location clusters in Vietnam, helping to improve user experience, make it safer, and help banking and financial institutions provide services. effective digital to customers.
The press reported:
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