Call Center Solutions for the Financial Sector
Financial Services Call Center Softwar
Smart tools to elevate customer service
Key Benefits of Xima’s Call Center Software for the Financial Industry
Don't Put Customers On Hold
Customer Retention
Retain existing customers, attract new ones, enhance customer satisfaction, build trust, and improve the bottom line. By prioritizing customer service, you can differentiate yourself from competitors and build long-term customer relationships. These meaningful interactions keep customers loyal to your institution, whether they’re conducting personal banking or managing a loan with you.
Maximize Productivity
Feedback is crucial for improving performance and efficiency. By monitoring agents’ calls, chat sessions, and other customer interactions, you can identify areas for improvement, coaching, and efficiency.
With flexible methods of communication, you can offer your customers peace of mind when they reach out to your customer service team. They’ll be connected with the right agent the first time they reach out for support.
AI-Powered Solutions for Financial Services CX
Empower your staff to focus on strategic initiatives with Xima’s fully automated, AI-powered financial service call center solutions. Our intelligent virtual assistants handle all member interactions, from answering routine inquiries to resolving complex issues, 24/7. This frees up your team to concentrate on high-value tasks, driving innovation and growth within your financial institution.
Advanced Call Center Features for the Financial Industry
Skills-based Routing
Help your financial service professionals focus on helping customers with needs that fit their specific skills and expertise.
Speech Analytics
Understand customer insights, identify trends in behavior, and proactively address common issues to deliver a better experience.
Queue Callback
Reduce hold times and disconnects during high call times without overwhelming your financial services professional.
Other Call Center Software Features
- Call Queuing
Give your customers the option to wait on a call, or receive a callback when a call center agent is available. Call queue software answers customer calls in the order they’re received, and gives the option for customers to leave their phone numbers for a callback.
- Live Agent Call Recording
- Interactive Voice Response
Help your financial service professionals focus on helping customers with needs that fit their specific skills and expertise.
- Cradle-to-Grave Reporting
Open one single window to see every interaction at your contact center. Cradle-to-grave reporting provides immediate insights and recording access via an intuitive interface that helps your agents and supervisors work efficiently. Faster access to insights means you’ll see faster results.
- Realtime Wallboards
Real-time visibility and analysis increase team alignment with customizable displays and alerts. When your team understands more about customer behavior thanks to real-time wallboards, you can implement strategies for reducing customer wait times.
- Single Sign-On (SSO)
Increase security by adding single sign-on capabilities to your call center. Reducing vulnerability in your system ensures your customers’ information is secure without compromising administrative convenience.
Transform Calls into Revenue
Turn traditional call center interactions into revenue-generating opportunities by deeply understanding your customer needs.
Leverage features like flexible call routing give your staff the tools to quickly identify a customer’s unique financial history and make personalized recommendations.
Financial Teams Communicate Easier
Clients usually have a preferred method of communication, and providing various communication channels creates a better experience for everyone. With Xima, we offer voice, email, chat, and SMS solutions so your customers can get in touch with you in the way that best suits their needs.
Voice
Voice is a personal point of contact, so it’s essential to make it convenient and efficient for agents and clients. Voice solutions from Xima ensure it’s the right connection the first time, every time.
Advanced email features and personalization improve the customer experience.
Additionally, Email can offer skills-based routing like a phone call, as well as reduced wait times and faster resolution.
Web Chat
Web chat is becoming increasingly popular for connecting with customer service. Promote new products and services, answer questions, and more with real-time web chat solutions from Xima.
SMS
Leverage text messages for your customers all in one platform thanks to Xima. As one of the most popular forms of communication globally, it makes sense to integrate SMS into your customer service toolkit.
Build Trust
Keep Your Customers Connected
Share promotions or just say hi over the phone, through text, or email. Your customers expect to have the information they need at their fingertips on any device and at any time.
Unifying your platforms offers a streamlined, efficient, and effective communication experience. Features like IVR can quickly answer routine questions or resolve simple customer issues without requiring a live agent to be available.
Customer Success
Is Our Focus
How will using a cloud contact center improve customer engagement and agent productivity on a company-wide level? You can see for yourself by checking out a few of our biggest success stories.
Our cloud solutions have helped people around the globe improve their businesses. We can help yours, too, with the power of cloud contact center software.
Essential Credit Union Customer Success Story
“The contact center is a vital channel for answering routine questions and keeping departmental teams free to work
on other priorities,” says Collins. “It’s therefore very important that our agents have the best software to manage calls. With Xima in place, we can work more
effectively and deliver more consistent levels of service to our members.”
Fairfax Pediatric Customer Success Story
“With Xima it’s nice because we can see the number of answered calls per user, we can see how even it is between all the users. And then we can see which phones are currently in use and which are ready.” – IT Manager
Suburban Propane Success Story
Xima delivered a reliable call reporting system, database redundancy, and a centralized management platform to keep up with growth.
Customer Testimonials
Read more Xima reviews from real customers.
Financial Service Call Center Software FAQs
Have questions? Xima has answers. Check out the FAQs below.
What is call center software?
Xima offers a host of programs that allow your business to receive inbound calls and make outbound calls. Call center software can also help manage email, live chat, and SMS messages while collecting caller information. It provides insights into customer backgrounds and capabilities for supervisors to monitor agents and improve customer service.
What are the best features of call center software?
Some of the must-have features of call center software include:
- Voice
- Web Chat
- SMS
- Social Media
- Call Queuing
- Queue Callback
- Skills-Based Routing
- Live Agent Call Recording
- Interactive Voice Response (IVR)
- Speech Analytics
- Comprehensive Reporting and Analytics
- Call Scripting
- Automation
How much does a call center system cost?
Xima offers multiple package options as well as à la carte features that can be added to any plan. You can also mix and match packages. Contact Xima today to determine which package best suits your needs.
How does call center software benefit the financial industry?
Time is money, and Xima can save you both! Implementing call center software in the financial industry allows you to streamline operations, and focus on the customer. Agents will have convenient access to customer accounts, while customers will have convenient access to support services.
What types of financial institutions should use call center software?
Many financial services businesses can benefit from call center services, including:
- Banks
- Brokerage Firms
- Credit Unions
- Financial Advisors
- Insurance Companies
- Lending Institutions
- Mortgage Companies
- Wealth Management Firms
How do I integrate call center software for my business?
Xima’s software provides instructions for setting up your software after it’s installed. Drag-and-drop options allow you to choose what solutions you want to integrate, and you can customize certain solutions.
What phone systems does Xima work with?
Xima’s IVR software solutions are compatible with Avaya Cloud Office (ACO), RingCentral Office (RCO), 3CX, NetSapiens, and Metaswitch. For a comprehensive list, get in touch with us today.
What kind of training will agents need to use call center software?
Thanks to an intuitive interface, agents may not need extensive training to implement Xima solutions. Typically, agents need to be comfortable executing the following tasks:
- Answering the phone
- Transferring incoming calls
- Muting and unmuting
- Adding another agent or a supervisor to a call
- Typing
Are Xima’s services cloud-based or on-site?
For your convenience, Xima can offer either solution to our customers. Whether you opt for cloud-based call center software or on-site, you receive real-time reporting and all the customizable options you want to meet the needs of your business. Plus, either solution is scalable and designed to grow with you.
How do on-site and cloud-based Xima solutions compare?
Cloud-based and on-site software offers many of the same features for specific call center solutions. Cloud-based solutions work well for companies that have their employees working remotely, while on-site solutions are primed for physical call centers. Both are stable and have plenty of storage available, making them primed for any of your needs.
If you’re not sure which is right for you when it comes to implementing call center software, get in touch and we’ll walk you through the options, and how they can best serve your business.
What software do financial institutions use?
What is financial services software?
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