Using Banking Workspace

Banking Workspace represents one of the key features of Talkdesk Financial Services Experience Cloud™ for Banking. It allows agents to quickly access detailed information (for example, bank account details and transactions) for account servicing based on integrated core banking systems, greatly reducing average handle time.

Note: To begin using the Banking Workspace of Talkdesk Financial Services Experience Cloud™ for Banking, please get in touch with your Customer Success Manager.

Viewing Cards on the Client 360 Tab

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  1. During a call with a client, you will first see the Snapshot tab displaying contact details of the client. You can switch between SnapshotClient 360Payments, and other tabs.
  2. Click the Client 360 tab [1], and you can see detailed client information in different cards.  
  3. “Client details”: Lists the basic information of the client, such as Client ID, SSN/Tax ID, birthdate, and account status.

  4. “Account balance”: Displays the balance information of the client’s accounts and recent transaction records. You can see the total balance of all accounts and the respective balance of each account.

  5. “Payments”: Contains past due payments and upcoming payments. Click the eye icon eye.jpg to see more detailed information of each payment in the side panel that appears, such as past due fees and minimum payment.

    Note: The “Payments” card only displays recent payments. To see the complete payment list, click the rightward arrow rightward-arrow.jpg to go to the Payments tab.

  6. “Cards”: The bank card information of the client. Cards in different statuses are listed under the corresponding tab - ActiveInactive, and Closed. Click the eye icon eye.jpg to see more detailed information about each card in the side panel that appears, such as the cardholder name and expiration date.
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  7. “Activity”: Recent interaction records with the client within the contact center. Click the eye icon eye.jpg to see more detailed information of each record in the side panel that appears, such as contact date and duration.

The Client 360 tab is controlled by the FSI Client Profile app. For more information, see Configuring the Banking Workspace.

Using the Shortcuts Bar on the Client 360 Tab

1. When you are viewing the Client 360 tab, click All Actions on the Shortcuts bar.

2. The drop-down menu contains shortcut links that allow you to perform additional actions on behalf of the client, such as resetting the password and activating a card. These links can be customized to redirect agents to an external website.

3. The transfer funds feature will allow agents to do the following transfers on behalf of the contact:

  • Internal transfers between one customer’s accounts (at the same financial institution)
  • Internal transfers to another customer’s account (at the same financial institution)
  • External transfers - Domestic (to another US financial institution)
  • External transfers - International (to another US financial institution)

Note: The customization of the options listed on the Shortcuts bar is conducted by Talkdesk.

Viewing the Payments Tab

1. During a call with a client, you will first see the Snapshot tab displaying the contact details of the client. You can switch between SnapshotClient 360Payments, and other tabs.

2. Click the Payments tab [1], and you can see a list of payments displaying their basic properties including Type, Account Number, Due Date, and Amount.

3. Click the eye icon eye.jpg to see more detailed information of each payment in the side panel that appears, such as past due fees and minimum payment.
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4. On the action bar, you can click Filters to filter payments by type and due date.

The Payments tab is controlled by the FSI Payments app. For more information, see Configuring Banking Workspace.

 

Customizable Canvas Card

The FSEC Banking Workspace includes an integration of a customizable canvas. Designed to empower agents, this feature introduces an additional flexible card within the workspace, facilitating the visualization of tailored information specific to each client's business.

The customizable canvas card key Features are the following:

Versatility: The canvas can be populated with information from banking cores via our FSEC APIs or seamlessly connected to any other system through Connections.
Flexibility: You can rearrange the order of this card, mirroring the behavior of existing Client 360 cards. This proves particularly advantageous during chat interactions, ensuring a seamless experience without scrolling.
Visibility Control: Clients can choose to customize the visibility of this card based on specific parameters such as account, ring group, or agent. This tailored approach, integral to the implementation phase, optimizes workspace dynamics for each user.

Related Articles: 

Financial Services Experience Cloud for Banking: Overview

Banking Workspace: Overview

Banking Connector

Using Banking Workspace

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