Transform your contact centre into the centre of excellence

Communication is the key to success in customer support. LiveBank is a smart communication hub for instant and secure communication in digital channels for both existing and prospective clients.

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Communication

Ensure convenient access to digital banking with a human touch and handle your clients’ matters in communication channels of their choice.

  • Logging

    The Pre-login option enables contact for those who are not clients yet. Post-login means communication after logging in to online banking. This option provides a client’s details and history. It is also possible to authenticate a client during the conversation.

  • Seamless switch between devices and channels

    The possibility of switching between the devices or communication channels without interrupting the continuity of the conversation.

  • Inbound and outbound

    Inbound and outbound Chat communication can be initiated by a client (Inbound) as well as by an agent (Outbound).

  • Conversation history & client details

    Client information and comprehensive conversation history are always available for both agents and clients.

  • Message status & push notifications

    Information whether the message has been delivered and read by the other party and notifications about a new event in the application, e.g. a new message

  • Multi chat

    Possibility to conduct simultaneous chat conversations with several clients

Collaboration tools

Efficient collaboration with a client is one of the main factors that accelerate banking procedures and increase the number of successfully resolved cases.

  • Screen sharing

    Screen-sharing, or providing the screen view by an agent to a client and vice versa, comes in handy when discussing and analysing complex issues. It ensures that a client and an agent are on the same page.

  • File exchange

    With the file exchange function, documents and links can be sent in both directions. All materials are available in the aggregated conversation history.

  • Co-browsing

    When a client experiences difficulty completing the application, they may use a unique form of support – co-browsing. With the client’s permission, the agent takes over and completes the form for them.

  • Graphical tools

    Both agent and client may use graphical tools to highlight the text or point at certain elements with an arrow.

You need short answers?

With collaboration, communication, routing, recording and other features, you can design your own remarkable experience and get the most out of omnichannel.

Smart routing

Smart routing based on fully configurable logic ensures fast and efficient resolution of client issues. The call is routed to the currently available agent specialized in the given topic. This solution makes it possible to transfer cases between agents along with all the necessary information.

Integrations

Integrate banking systems and communication channels to offer efficient customer support. The one-point integration approach is a simple solution that guarantees reliable and time-efficient service.

  • Touchpoints

    Enable customers to contact you via a channel they prefer: chat, audio and video calls, messaging applications, email, and SMS.

  • CRM

    Provide top-notch customer support by enabling immediate access to a complete set of client data from a CRM system directly in the agent application.

  • Banking systems

    Mitigate complex dependencies and data dispersion by integrating LiveBank with back-end banking systems.

Analytics and reporting

The reporting module compiles data from the entire system and generates analyses, reports, and charts that help monitor employee performance, customer support quality and more.

  • Realtime data

    Customise agent’s and supervisor’s dashboards to keep tabs on KPIs (e.g., Service Level, AHT, ASA, FCR), ticket queue, agents activity, interaction topics, etc.

  • Historical data

    Use visualisations to analyse historical data on agents and team performance, abandonment rate, and the number of interactions per case, topic or communication channel to model frictionless processes. Keep track of customer satisfaction levels and continuously improve CX metrics.

Our clients say it best

Conversation history and notifications about incoming messages are only some of the many solutions implemented as part of the project, carried out in cooperation with Ailleron. Very positive feedback from our customers shows us that we have taken the right path, which in turn poses additional challenges for us in terms of further product development.

Jarosław Ścigała

Manager of the Contact Center Development Department at mBank

An omnichannel platform for instant and secure communication over chat, video, audio and social media, optimizing remote advisory processes. An omnichannel platform for instant and secure communication over chat, video, audio and social media, optimizing remote advisory processes.

Aleksandra Buczkowska

Contact Center Director at mBank

As we have demonstrated in the past with our digital innovations, which has included the digital e-Kiosk, and the CommBank SmartWealth app – our awardwinning wealth management mobile application, Bank Commonwealth is committed to realising its digital transformation journey with CommBank Mobile. By partnering with LiveBank we have been able to make CommBank Mobile the next evolution of that journey, and the technology will ensure Bank Commonwealth continues moving towards our purpose: Building a brighter future for all.

Ming Chen

Director of Digital & Strategy at PT. Bank Commonwealth

Case-based management

Effective case management allows to open new cases and track the progress. It also facilitates the information flow and increases the efficiency of processes.

  • Case status

    Tracking progress in case resolution by assigning an adequate status.

  • Client cases archive

    A module containing all historical client cases that allows auditing interactions in various channels.

  • Case priority

    Assigning priorities and sorting issues by priority.

  • Notes

    Adding notes with the information relevant to the resolution of the case.

  • Multi-case support

    Simultaneous handling of several client cases.

Agent work optimisation

Optimise agents’ work by empowering them with an overview of processes and tools to automate or facilitate routine activities.

  • Customized greetings

    Welcome messages sent automatically to a client when establishing a connection

  • Canned responses

    Predefined responses that can be used by an agent in a conversation with a client to facilitate communication

  • Availability status

    Information about the availability of both agents and clients with the possibility of changing one’s status, e.g. during a break in work

  • Timers

    Graphic elements and text information about connection waiting time, and inactive or queued interactions

  • Assigned client list

    A list of clients assigned to a given agent

See what success with LiveBank looks like

See all case studies
  • Citibank has selected LiveBank – implementing innovative virtual branches in 16 countries of APAC and EMEA regions

    Citibank has signed an agreement to implement Polish LiveBank technology, which will enable bank’s customers in 16 countries to benefit from virtual banking without leaving home. This is the first implementation of a virtual banking system on such a large scale in the world. Citibank is one of the world’s banking leaders. The bank serves […]

    Read full client story
  • LiveBank revolutionizing Chinese Standard Chartered branches

    Standard Chartered Bank, which has more than 1,200 branches in over 70 countries, has launched the LiveBank virtual banking system developed by the Cracovian company Ailleron in their Chinese branches. The bank had already implemented this pilot solution in Malaysia and Singapore, and the rapid adoption of LiveBank by users in the region opened the […]

    Read full client story
  • LiveBank takes Greek bank into a new era of customer service

    LiveBank will allow the largest Greek bank to create an e-branch service [1] – an innovative form of customer service that uses virtual advisors. This is yet another leader of a local banking sector which has decided to meet the needs of its customers by deciding to cooperate with the Cracovian company. Piraeus Bank is […]

    Read full client story
  • mBank’s Expert Online

    Ailleron, a Krakow-based fintech company, which in 2013 implemented a LiveBank virtual branch at mBank under the name of Ekspert Online (Online Expert), enriched it with new, useful functionalities. Recently, the bank’s customers have been able to communicate with the Experts via a video channel, even when using their mobile devices, and the bank’s employees […]

    Read full client story
See all case studies

Test our solution or contact us to find out how LiveBank can help you.