Financial Services

Create a frictionless
omnichannel experience.

Purpose driven and predictive: This is the customer experience of the future.
Customers won’t want seamless services from their financial services provider — they’ll expect it.*

(*KPMG 2021 Report: 30 Voices on 2030. The New Reality for Financial Services)

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With over 18 years' experience, GSN's cutting-edge engagement solutions and world-class expertise are a perfect fit for financial services.

We understand the unique challenges you face when creating a seamless customer journey in finance, so our solutions are tailored to help you address and overcome hurdles from creating personalised contact centre interactions, to advanced speech and text interaction analytics and customer feedback solutions.

How does your contact centre CX compare?

Take our interactive quiz to see.

Quiz

State of play in
Financial Services CX

The global financial services market sees increasing usage trends in digital banking, wealth management and general financial services. This has been amplified by the impact of the global COVID-19 pandemic.

Changing consumer behaviour has compelled financial service providers to review and redefine their CX channels. Many are now focused on enabling a more intelligent, personalised and omni channel experience.

Additionally, financial service leaders are looking to integrate their channels, and leverage their online touchpoints, to deliver seamless experiences, and deepen their share of the customer’s wallet and ultimately maximize revenue.

Your services are critical to some of the biggest moments in a customer’s life — from buying a house to saving for retirement.

To help you become the financial partner your customers are looking for, GSN offers innovative communication solutions for your contact centre and beyond:

  • Cloud-based solutions: Reduce TCO, easily integrate new technologies and improve CX.
  • Intuitive agent dashboard: Integrate all customer touchpoints under a single platform, empowering agents with real-time contextual data to offer personalised service.
  • Integrated channels: When united, human and digital channels enable superior CX and increase operational efficiency.
  • AI and ML: Deliver hyper-personalisation across your financial services.

Your journey to winning with CX starts now.

Digital adoption is accelerating in Australian financial services, which is why keeping pace with customer needs is essential for competitive advantage and compelling differentiation.

Read our Survey Report to learn more

Interactive Recording & Assessment

Interaction recording can securely capture voice and digital interactions (including the agent’s screen) that are handled with assisted service. With extensive search & playback capability as well as comprehensive security / encryption, recordings can be stored for up to seven years or more within the GSN environment or in the customer’s public cloud infrastructure.

Interaction recording provides the ability to capture the entire length of the customer interaction, regardless of how often it is transferred or conferenced.  Together with AI powered Analytics we can identify opportunities from every customer conversation.

We help you to design a customised dashboard that can identify actions around:

  • individual and team performance
  • best practices, and best practice sharing
  • adherence to scripting
  • compliance with any regulatory frameworks

Our Solutions

Cloud Contact Centre

A simple, cost-effective, ready-to-go cloud contact centre software solution. Genesys Cloud CX enables you to delight customers with rich, personalised and memorable experiences. It enables fluid customer conversations across digital and voice channels. With an intuitive interface, it’s easy for agents to resolve issues fast before they escalate — or even before they happen.

Workforce Management

Comprehensive software that accurately forecasts, schedules and tracks the performance of multi-skilled employees in single and multi-site front and back-office environments. This includes demand forecasting, flexible scheduling, performance monitoring, historical reporting and employee real-time empowerment. We also have out-of-the box APIs for easy integration to third-party contact centre and office applications.

Chatbots & Virtual Agents

Bring together human and artificial intelligence to enable customers, employees and chatbots to seamlessly engage across your business. We provide IVR, chatbot, virtual agent, live chat and knowledge management solutions that, when combined, empower your organisation to provide consistent, personalised and fast resolution of customer enquiries across all channels.

AI-powered Quality Management

GSN partners with industry leaders to provide solutions that sit on top of your existing customer systems and consistently listen to all customer conversations. With dashboards customised to your business needs and priorities, our solutions can flag individual coaching needs, gaps in training effectiveness or regulatory compliance risks. AI makes quality management a less time-consuming process by creating a holistic and automated approach towards critical challenges such as identifying the potential causes of production problems, determining the loopholes that could lead to failures, and much more. It helps to save resources and time while maintaining operational excellence.

Voice of Customer

Survey your customers in the moment and see all your data on a single platform with CentraCX, our Voice-of-the-Customer (VoC)
solution developed for the modern Contact Centre environment. CentraCX collects customer feedback across multiple channels.
Our unique solution also captures the corresponding agent context. When combined with customer feedback, this creates even richer opportunities for your teams to understand, collaborate and improve the experience of your customers and employees.

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

Resources

Moving to a Cloud Contact Centre with McMillan Shakespeare Group

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Like many businesses, ASX 200 Financial Services company and Australia’s leading single source solution provider for salary packaging, novated leasing, consumer and fleet financing and management services, McMillan Shakespeare Group…

Creating the Perfect Blend of Human & AI Interactions in Financial Services

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Contact centres of the future are here, and they don’t look like science fiction. Human intelligence is not being replaced with Artificial Intelligence! Instead, financial institutions are combining the two…

How Modern Cloud Contact Centre Technology Delivers for Financial Services

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To keep up with ever-evolving consumer expectations, financial services are becoming more intricate. Financial service leaders are reimagining their customer journeys from delivering mediocre services to creating memorable experiences at…

Discover your CX
potential with GSN

At GSN, we want to help you help your customers. We are prepared with the latest AI, operational solutions, cloud-based technology and communication solutions, all with the goal of helping unite your external channels and provide a personalised financial experience to every customer.

Contact us today for help creating the CX your customers deserve.

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OUR OFFICES

Melbourne HO: L2, 636 St Kilda Rd VIC 3182
Brisbane: L54, 111 Eagle St QLD 4000
Perth: L25, 108 St Georges Tce WA 6831
North Sydney: L4, 275 Alfred St NSW 2060
Hobart: L3, 85 Macquarie St TAS 7000
Canberra: M Centre, Palmerston Ln ACT 2603
Adelaide: L3, 97 Pirie St SA 5000

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