Financial Services Experience Cloud for Banking: Overview

Talkdesk Financial Services Experience Cloud™ for Banking is an end-to-end, purpose-built solution for financial institutions. With comprehensive banking-specific capabilities in place, agents are equipped with the tools they need to handle requests, providing personalized and targeted services for banking clients. This is how banks can become more client-centric, securing a well-rounded journey for their clients.

Note: To begin using Financial Services Experience Cloud™ for Banking, please reach out to your Customer Success Manager.

Main Capabilities

Financial Services Experience Cloud™ for Banking includes a bundle of different sub-products featuring efficient tools for agents and self-service solutions for clients.

Banking Workspace

Banking Workspace offers a consistent experience for agents to interact with clients. The back of integrated core banking systems provides agents with key information about the client, such as account information, recent transactions, as well as due and upcoming payments. Specifically, it contains the following cards and a “Shortcuts” bar:

  • Client details: Displays the basic account information of the client, such as account type and status.
  • Account balance: Displays the account balance and recent transactions of the client.
  • Payments: Displays recent past-due payments and upcoming payments of the client. This card provides a direct link to the Payments tab, where agents can see the full list of payments.
  • Cards: Displays the bank card information and status of the client.
  • Activity: Displays recent communication interactions with the client.
  • Shortcuts bar: Allows agents to start a co-browsing session and a video call with clients, and use shortcut links to perform different actions (for example, reset the client’s password, activate a card, or connect to core banking systems).

For more information, see Using Banking Workspace.

Banking Connector

Banking Connector integrates the core systems of financial institutions, thus providing a holistic view of clients across key capabilities such as Banking Workspace, Visual IVR, and Payments and Collections Reminders. For more information, see Banking Connector Overview.

Payments and Collections Reminders

This feature can be used to send proactive, customized SMS messages to clients on a predefined date, serving as an effective way to remind them of payments and collections. Secure links can be included in the SMS messages, allowing clients to make payments directly. For more information, see Payments and Collections Reminders.

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