Manage a multi-generation customer life cycle with an optichannel 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.
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Aggregated history
Adapt a case-based communication approach to aggregate and manage the history of contacts with a client on a given issue.
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A single application
Aggregate interactions form all contact channels in one user-friendly application.
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Integration
Integrate multiple contact channels with CRMs, databases, or file repositories.
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Seamless switching
Leverage the ease of switching between channels to ensure a sense of continuity and consistent quality of service across all communication channels.
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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.
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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.
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Collaboration
Use collaboration tools such as co-browsing, screen-sharing, or file exchange to guide clients through the online process from start to finish.
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Automated onboarding
Provide secure eKYC functions such as remote ID verification and authentication, or e-signature to close cases in a single online session.
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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.
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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.
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Cloud
Cloud-based service eliminates the cost of maintaining IT infrastructure.
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Quick integrations
Guick and easy integrations and installation of new features allows implementing and testing new solutions with minimum investment.
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User friendliness
Intuitive and user-friendly interface reduces the time and cost of training agents.
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Client retention
89% of clients are loyal to banks that implement an omnichannel strategy
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Meeting clients’ needs
51% of clients are not satisfied with the current form of communication with their banks
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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.
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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 […]
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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 […]
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