Solutions

by Industry

Virtual Branch Drive more sales online
Digital Transformation Improve customer experience
Optichannel Empower each process with the perfect channel
Customer support Financial with personal touch | Boost Accessibility and Efficiency
IT Innovative, dev friendly solution
SME & Corporations Customer service for small and medium-sized enterprises
Customer Onboarding Onboarding Journey with eKYC Integration
Digital Contact Center Seamless Customer Service with Easy Integration

by partner type

Personal banking In-branch experience online
Wealth Management Personalised expert services
Leasing Company Omnichannel Leasing Solution

Product

Customer support LiveBank for CS
Sales LiveBank for Sales
eKYC Easy onboarding
Mortgage LiveBank for Mortgage
AI Tools Explore Ailleron LiveBank AI Tools
Digital Channels Dynamic Communication Ecosystem
Meetings & Collaboration Effective Communication Tools
Identification and eSignature Identity Verification and eSignature Platform
Improved customer service Recording and monitoring digital channels
Case studies Blog

Company

About LiveBank
LiveBank & ING Case Study Watch exclusive content from Finovate
Contact us We’d love to hear from you
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Solutions

by Industry

Virtual Branch Digital Transformation Optichannel Customer support IT SME & Corporations Customer Onboarding Digital Contact Center

by partner type

Personal banking Wealth Management Leasing Company

Product

Customer support Sales eKYC Mortgage AI Tools Digital Channels Meetings & Collaboration Identification and eSignature Improved customer service
Case studies Blog

Company

About LiveBank & ING Case Study Contact us

Choose your plan

Monthly Annual

  • LiveBank
    Basic

    10$ per user
    per month
    8$ per user
    per month

    Number of users: 1-20

    Buy now

    • Basic communication module

    • Basic case-based management

    • Basic workflow management

    • Security and compliance

    • Basic reporting and analytics

    • Audio and Video

    Check details

  • LiveBank
    Customer Support

    20$ per user
    per month
    15$ per user
    per month

    Number of users: 10 – unlimited

    Buy now

    • Full communication module

    • Full case-based management

    • Advanced workflow management

    • Full security and compliance

    • Full reporting and analytics

    • Audio and Video

    • Process creator

    Check details

  • LiveBank
    Sales

    30$ per user
    per month
    20$ per user
    per month

    Number of users: 10 – unlimited

    Buy now

    • Full communication module

    • Full case-based management

    • Advanced workflow management

    • Full security and compliance

    • Full reporting and analytics

    • Audio and Video

    • Process creator

    Check details

LiveBank Enterprise

Contact us for a custom quote tailored to your needs.

Contact us

The enterprise-class solution trusted by global banks

  • piraues bank
  • Santander
  • mbank
  • commerzbank
  • standard chartered

Full comparison

Check the features offered in particular plans and choose the one that best suits your needs.

    Channels

  • client application embedded in internet banking pages; it enables the contact between a client and the bank in a widget or popup window

    Website

    • Basic

    • Customer support

    • Sales

  • Mobile SDK for iOS and Android to embed LiveBank into the bank’s app

    Mobile app

    • Basic

    • Customer support

    • Sales

  • LiveBank-supported phone calls – an agent can receive calls in the app

    TNG

    • Basic

    • Customer support

    • Sales

    Add-on: +X$/user
  • LiveBank-supported e-mails – additional communication channel in the app

    E-mail

    • Basic

    • Customer support

    • Sales

    Communication

  • a client may contact the bank anonymously without logging into the banking system; this option also enables the prospects to contact the bank

    pre-login clients

    • Basic

    • Customer support

    • Sales

  • a client may contact the bank after logging into the banking system client data is extracted from the banking system and forwarded to the agent; interactions history is stored and available to both clients and agents

    post-login clients

    • Basic

    • Customer support

    • Sales

  • client login during an ongoing conversation

    client authentication during the interaction

    • Basic

    • Customer support

    • Sales

  • client-initiated communication

    inbound communication

    • Basic

    • Customer support

    • Sales

  • communication initiated by an agent who selects a person from a client list or interaction history

    outbound communication

    • Basic

    • Customer support

    • Sales

  • the history of conversations with an authenticated client is available to the client and agent even after the interaction has ended or during a subsequent interaction

    conversation history

    • Basic

    • Customer support

    • Sales

  • possibility of conducting a conversation in parallel on multiple client or agent devices

    seamless switch between devices

    • Basic

    • Customer support

    • Sales

  • user information (e.g. device, start page), basic personal details of logged in clients

    client data​

    • Basic

    • Customer support

    • Sales

  • possibility to embed a client application widget on many subpages on a website; a client can move between subpages without interrupting communication

    multiple pages support

    • Basic

    • Customer support

    • Sales

  • graphic information about chat message delivery, and read status

    message status

    • Basic

    • Customer support

    • Sales

  • customer satisfaction survey after the case is closed

    customer satisfaction follow-up survey

    • Basic

    • Customer support

    • Sales

  • a question to evaluate agnet’s performance during the conversation

    agent evaluation survey

    • Basic

    • Customer support

    • Sales

  • informing users about a new event in the app, e.g. a new message

    push notifications

    • Basic

    • Customer support

    • Sales

  • file transfer between agents and clients

    files exchange

    • Basic

    • Customer support

    • Sales

  • links and files prepared by an administrator to facilitate communication with a client

    predefined links and files sharing

    • Basic

    • Customer support

    • Sales

  • possibility to redirect a chat/audio/video conversation to another agent without interrupting the conversation

    transfer

    • Basic

    • Customer support

    • Sales

  • conducting conversations with several clients or advisors at the same time

    conference

    • Basic

    • Customer support

    • Sales

    Workflow management

  • possibility of managing users in the system

    unified staff management

    • Basic

    • Customer support

    • Sales

  • automated assignment of calls to particular agents to optimize the workload and quality of service

    smart routing

    • Basic

    • Customer support

    • Sales

  • possibility to create different customer support segments

    line of business separation

    • Basic

    • Customer support

    • Sales

  • creating teams of agents managed by a supervisor

    team organization

    • Basic

    • Customer support

    • Sales

  • an agent can chat simultaneously with several clients

    multi-chat

    • Basic

    • Customer support

    • Sales

  • API for integration with external routing

    external routing API

    • Basic

    • Customer support

    • Sales

  • possibility to set working hours, a client can leave a chat message anytime, but an agent will answer during working hours

    working hours configurator

    • Basic

    • Customer support

    • Sales

  • module for planning and arranging meetings with clients

    meeting scheduling

    • Basic

    • Customer support

    • Sales

  • possibility to create roles and modify permissions

    custom roles & permissions

    • Basic

    • Customer support

    • Sales

  • manual management of the interaction queue

    queue management

    • Basic

    • Customer support

    • Sales

    Audio and Video

  • possibility of conducting a conversation with a client in real time on audio and video channel

    supported audio and video

    • Basic

    • Customer support

    • Sales

  • a two-way screen view sharing

    screen sharing

    • Basic

    • Customer support

    • Sales

  • possibility to change communication channels during interaction to facilitate faster case resolution

    conversation upgrade

    • Basic

    • Customer support

    • Sales

  • possibility to blur the background or set a virtual one

    virtual backgrounds

    • Basic

    • Customer support

    • Sales

    Case-based management

  • possibility to aggregate communication with a client on a given issue

    case configuration

    • Basic

    • Customer support

    • Sales

  • tracking case progress by posting an adequate status

    case status

    • Basic

    • Customer support

    • Sales

  • a module containing all historical client cases; enables case management and auditing interactions at different access levels

    client cases archive

    • Basic

    • Customer support

    • Sales

  • prioritisation of issues and sorting issues by priority

    case priorities

    • Basic

    • Customer support

    • Sales

  • adding internal notes to issues and pinning them as pending

    notes and pinning

    • Basic

    • Customer support

    • Sales

  • dealing with more than one client case at a time

    multiple case handling

    • Basic

    • Customer support

    • Sales

    Process creator

  • designing processes using a set of configurable steps

    visual block process creator

    • Basic

    • Customer support

    • Sales

  • a client goes through an automated process without agent assistance

    automated process

    • Basic

    • Customer support

    • Sales

  • agent-assisted process

    availability of human support

    • Basic

    • Customer support

    • Sales

  • verification of the automated process by an agent

    additional verification

    • Basic

    • Customer support

    • Sales

    Application GUI Customisation

  • possibility to use one of several predefined themes for client application

    themes for client application

    • Basic

    • Customer support

    • Sales

  • chat widget compliant with WCAG 2.1 Level AA; supports screen readers, keyboard navigation, and is continuously improved

    accessibility compliance (WCAG AA)

    • Basic

    • Customer support

    • Sales

  • possibility to create customised themes and assign them to LOBs

    multi-brand customisation

    • Basic

    • Customer support

    • Sales

  • client application in multiple languages depending on the LOBs configuration

    multi-language support

    • Basic

    • Customer support

    • Sales

    Workflow optimisation

  • automatic messages to be sent to a client when initiating a conversation; the text can be configured by a bank employee with appropriate permissions

    customised greetings

    • Basic

    • Customer support

    • Sales

  • predefined responses for agents to use in conversations with clients to speed up communication

    canned responses

    • Basic

    • Customer support

    • Sales

  • agents can add their canned responses to the set of available responses

    agent’s canned responses

    • Basic

    • Customer support

    • Sales

  • LiveBank application for agents is available in many languages

    languages

    • Basic

    • Customer support

    • Sales

  • verification and correction of typed text

    spell-check & AutoCorrect

    • Basic

    • Customer support

    • Sales

  • display of user status; possibility to manually change the status, e.g. agent unavailability during a break

    availability status

    • Basic

    • Customer support

    • Sales

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

    timers

    • Basic

    • Customer support

    • Sales

  • a list of clients assigned to a given agent, retrieved through integration with online banking

    assigned customer list

    • Basic

    • Customer support

    • Sales

    Security and compliance

  • secure communication with SSL encryption

    SSL Encryption​

    • Basic

    • Customer support

    • Sales

  • secure data (files, recordings, chat, etc.) stored in the system by encrypting it with private keys

    private key encryption

    • Basic

    • Customer support

    • Sales

  • defining domains which can be used to connect to the bank

    trusted domains

    • Basic

    • Customer support

    • Sales

  • all data is stored on servers in a region where your bank operates

    data center location

    • Basic

    • Customer support

    • Sales

  • space available for storing historical files and recordings

    history storage

    • Basic

    • Customer support

    • Sales

  • chat messages, audio and video recordings

    secure data & archiving

    • Basic

    • Customer support

    • Sales

  • possibility of implementing the product in the bank’s cloud or on a LiveBank subscription basis.

    private / Public Cloud

    • Basic

    • Customer support

    • Sales

  • integration with the bank’s Active Directory

    agent SSO​

    • Basic

    • Customer support

    • Sales

  • client login after integration with Banking SSO/ AD

    client SSO

    • Basic

    • Customer support

    • Sales

  • anonymisation of visible sensitive data

    sensitive Information redaction​

    • Basic

    • Customer support

    • Sales

  • a system for scanning files exchanged between clients and the bank to eliminate threats to the system

    antivirus for file sharing

    • Basic

    • Customer support

    • Sales

  • history of key events in the system e.g. import of new agents, deletion of a LOB

    audit logs

    • Basic

    • Customer support

    • Sales

    Reporting and Analytics

  • basic statistics on agent performance (status times, number of tasks/interactions)

    basic agent performance reports

    • Basic

    • Customer support

    • Sales

  • real-time dashboard with agent performance data

    LiveBank Advanced Analytics

    • Basic

    • Customer support

    • Sales

  • real-time dashboard with agent performance data

    real-time agent dashboard

    • Basic

    • Customer support

    • Sales

  • real-time dashboard with KPI statistics for a supervisor

    real-time KPI dashboard

    • Basic

    • Customer support

    • Sales

  • real-time overview dashboard for a supervisor (queues, agent statuses, number of tasks/interactions)

    real-time monitoring dashboard

    • Basic

    • Customer support

    • Sales

  • KPI reports, e.g. SL, AHT, AR, ASA/FRT, FCR

    KPI reports

    • Basic

    • Customer support

    • Sales

  • reports on agent/team performance results

    agent/team performance reports

    • Basic

    • Customer support

    • Sales

  • reports concerning cases

    cases reports

    • Basic

    • Customer support

    • Sales

  • reports concerning tasks (interactions)

    tasks reports

    • Basic

    • Customer support

    • Sales

  • reports concerning clients

    client reports

    • Basic

    • Customer support

    • Sales

  • reports on agent/team performance results (e.g., an agent in the context of a team)

    agent/team performance reports

    • Basic

    • Customer support

    • Sales

  • API – basic reports (task execution, basic agent statistics)

    basic reporting

    • Basic

    • Customer support

    • Sales

  • API – advanced reports

    advanced reporting

    • Basic

    • Customer support

    • Sales

    Product support

  • database of articles, instructions, manuals, etc.

    knowledge base

    • Basic

    • Customer support

    • Sales

  • contact with the LiveBank support team via a chat

    support via Chat (8/5/365)

    • Basic

    • Customer support

    • Sales

  • telephone and/or chat contact with the LiveBank support team

    support via Chat or Phone (24/7/365)

    • Basic

    • Customer support

    • Sales

  • high availability of the application as defined in an SLA

    high availability

    • Basic

    • Customer support

    • Sales

  • assignment of a contact person responsible for CS

    Dedicated Customer Success Advisor

    • Basic

    • Customer support

    • Sales

  • technical documentation API, integrations

    API/Dev site

    • Basic

    • Customer support

    • Sales

  • oboarding training for application users

    product training

    • Basic

    • Customer support

    • Sales