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Banking Workspace Overview

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Banking Workspace enables agents to quickly access key information of clients as they communicate with them, providing immediate support with personalized conversations. It works mainly through the FSI Client Profile app and the FSI Payments app in Talkdesk Conversations.

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Note: Banking Workspace is available to users of Talkdesk Financial Services Experience Cloud™ for Banking. Enablement and setup are performed with the support of Talkdesk. Besides, you also need to have Conversations ready. To begin using Banking Workspace, contact your Customer Success Manager.

How Does Banking Workspace Work

This feature requires a Studio flow to gather the client’s member ID, a unique identifier from the integrated core banking system, and an Execute Action component to add a connection to identify the caller.

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When your contact center receives a call from a client, the predefined Studio flow is triggered, asking the client to type the corresponding member ID. Once the member ID is successfully authenticated against the core banking system, by using an Execute Action component containing a connection, the client may be transferred to a ring group in your account. Ultimately, the agent that handles the request can directly see the client information on the Client 360 tab and the Payments tab in Conversations. These two tabs are controlled by the FSI Client Profile app and the FSI Payments app respectively.

Managing the FSI Client Profile App

The FSI Client Profile app is installed in your account by Talkdesk. To manage users, administrators need to perform the following steps:

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  1. Go to My Apps and click the gear icon of FSI Client Profile.
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  2. In the dialog Manage FSI Client Profile, click Users. Select the user you want to grant access to the app.
  3. Click Save changes.

Managing the FSI Payments App

The FSI Payments app is installed in your account by Talkdesk. To manage users, administrators need to perform the following steps:

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  1. Go to My Apps and click the gear icon of FSI Payments.
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  2. In the dialog Manage FSI Payments, click Users. Select the user you want to grant access to the app.
  3. Click Save changes.

For more information, see Using Banking Workspace.

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