Retail Banking: Trends in contact center automation, Vertical and technology trends

1. Retail Banking: Trends in contact
center automation; Vertical and
technology trends
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2. ABSTRACT
The technology evolution of the market and vendor opportunities
The market inhibitors that may hinder the pervasive adoption of contact
center automation among retail banks.

3. ABSTRACT
Many banks are moving towards a virtual contact center to allow
geographically dispersed agents to operate as a single, winning team. Via a
virtual contact center, all incoming contact center calls can be routed to the
available agents depending upon their availability regardless of their location
and time.
Rapid digitalization has resulted in a lower attention span of customers. As
customers have access to multiple brands and interaction touch points, they
can change their brand loyalties with just a click of a button. This has made it
even more difficult for service centers, such as banks, to enhance their
customer experience and retain customers. Contact center automation has
therefore served in many ways to bring a bank’s stakeholders together and
enable contact centers to improve their line of banking services.
The focus of the next phase of automation is on delivering omnichannel
communication, wherein the customer can communicate through a channel
of their choice with the information they share via one channel, before being
carried over to the next channel.

4. Length Publisher Published Date
29 Pages
Current Analysis
May 31, 2016
Table of Contents
Business Challenges
Market Dynamics
- Demand
- Supply
Technology Lifecycle
- Budget
Opportunities
Market Size and Forecasts
Future Outlook
- Age of customers and disruptive forces are acting as catalysts for the
rapid adoption of contact center automation among new age bankers
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5. ABOUT THE PUBLISHER
Current Analysis, a wholly owned subsidiary of GlobalData Plc, is a leading global
provider of timely, practical market and competitive intelligence for telecom and IT
businesses. For over 15 years, our independent experts and proprietary services
have empowered fast-paced companies to quickly evaluate opportunities,
benchmark performance, make more informed decisions and win business. Relied
upon as an unbiased and trusted partner, Current Analysis serves more than 35,000
professionals representing over 1,500 major organizations.
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