Omnichannel

Manage a multi-generation customer life cycle with an omnichannel communication hub

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LiveBank
benefits

  • Bridge different touchpoints

    Adding new channels and developing a client communication path in line with your bank’s business objectives has never been easier. LiveBank is a hub that enables seamless communication across channels to maximise the benefits of their specific capabilities and enhance the convenience of remote banking.

  • One-point integration

    Technology must be user-friendly and serve clients irrespective of their tech-savviness or preferences in terms of devices and type of interaction. LiveBank integrates channels, such as audio or video calls, chat, email, text message, and messaging apps to provide a frictionless end-to-end service.

  • Enhance the customer experience

    The loyalty of your bank’s clients depends on their satisfaction with the service. Create an excellent customer experience using a case-based communication approach and LiveBank functions such as routing to an expert agent, single sign-on, or biometrics. A happy client is more likely to recommend your bank’s services to others, which means higher NPS.

Solve your problems with LiveBank

How to ensure continuity of digital banking processes across the channels?

Eliminate the problem of dispersed communication channels and enable contextualised customer support.

  • Aggregated history

    Adapt a case-based communication approach to aggregate and manage the history of contacts with a client on a given issue.

  • A single application

    Aggregate interactions form all contact channels in one user-friendly application.

  • Integration

    Integrate multiple contact channels with CRMs, databases, or file repositories.

  • Seamless switching

    Leverage the ease of switching between channels to ensure a sense of continuity and consistent quality of service across all communication channels.

  • Feedback

    Let your clients know you care about their opinion and monitor their satisfaction by sending a survey after the case is closed.

How to realise end-to-end processes using different communication channels?

Aggregate contact channels into one omnichannel that supports end-to-end processes.

  • Avilability of service

    Give clients 24/7 access to digital banking via multiple integrated communication channels and ensure continuity of communication when switching the channels.

  • Collaboration

    Use collaboration tools such as co-browsing, screen-sharing, or file exchange to guide clients through the online process from start to finish.

  • Automated onboarding

    Provide secure eKYC functions such as remote ID verification and authentication, or e-signature to close cases in a single online session.

  • Process modelling

    Use reports and monitoring functions to identify bottlenecks in the process and provide additional human support where needed.

How to optimise the costs of implementing and maintaining multiple support channels?

Supporting many communication channels does not mean high implementation and maintenance costs.

  • Scalability

    In the SaaS model, the cost depends on the number of licenses and integrations which can be scaled up or down according to business needs or trends.

  • Cloud

    Cloud-based service eliminates the cost of maintaining IT infrastructure.

  • Quick integrations

    Guick and easy integrations and installation of new features allows implementing and testing new solutions with minimum investment.

  • User friendliness

    Intuitive and user-friendly interface reduces the time and cost of training agents.

  • Client retention

    89% of clients are loyal to banks that implement an omnichannel strategy

  • Meeting clients’ needs

    51% of clients are not satisfied with the current form of communication with their banks

  • Convenience

    80% of people prefer online banking over visiting a physical branch

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
See all case studies

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

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