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Release Notes | December 16, 2021 | Talkdesk Financial Services Experience Cloud for Banking

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On Thursday, December 16th, 2021, we will release Talkdesk Financial Services Experience Cloud™ for Banking.

Talkdesk Financial Services Experience Cloud™ for Banking is an end-to-end solution that’s connected, intelligent, and secure. It features banking-specific capabilities that empower agents to communicate with clients in a more personalized way. With out-of-the-box integrations, artificial intelligence, and state-of-the-art encryption, it helps banks unlock the promise and potential of a great client experience.

What’s Included

The release includes the following main features:

  • Banking Workspace: Tailored for banking agents, Banking Workspace features a unified dashboard displaying key client information (for example, demographic information, transaction details, and account status) on the back of integrated core banking systems. With an extensive view of clients in place, Banking Workspace helps agents handle requests with more personalized conversations, greatly lowering average handle time.
  • Cobrowse: Assists clients with complicated requests through screen sharing. Agents can see and interact with the client's view, as they are able to highlight an area of the shared screen, helping agents quickly navigate to a specific place on your website, and more.
  • Video Chat: Provides a better conversational and interactive experience for your client through video calls with higher security.
  • Banking Connector: Out-of-the-box integrations with core banking systems, supporting Banking Workspace, Visual IVR, and Payments and Collections Reminders with key client data, such as contact information, transactions, and due or upcoming payments.
  • Branded and Verified Calls: Makes verified calls to gain trust among clients and improves call answer rates through the display of the bank’s logo, reason for calling, and symbol showing the caller is verified by the telecom.
  • Payments and Collections Reminders: Sets up customized, proactive SMS text notifications to remind clients of their upcoming payment, outstanding balance, and more.
  • Visual IVR: A self-service tool for your clients that provides an SMS link after they are prompted, for a visual experience. It provides a browser experience without needing to download any software.

How to Use

If you wish to start using Talkdesk Financial Services Experience Cloud™ for Banking, please reach out to your Customer Success Manager. For more details, please refer to the instructions on our documentation.

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