ebankIT Contact Center

The ebankIT Contact Center is a solution designed to streamline and enhance communication between financial institutions and their customers. According to the vendor, this platform is suitable for financial institutions of all sizes, including banks, credit unions, and other financial service providers. It is utilized by a range of professionals and industries, including banking professionals, customer service representatives, contact center managers, and financial industry professionals.

Key Features

Multichannel Communication: According to the vendor, the Contact Center enables communication through multiple channels, including voice calls, email, chat, and social media platforms, providing customers with the option to choose their preferred communication channel.

Intelligent Call Routing: The vendor claims that the Contact Center automatically routes incoming calls to the most appropriate agent based on predefined criteria such as language, skillset, or customer history, aiming to optimize call handling and improve customer satisfaction.

Call Recording and Monitoring: According to the vendor, the Contact Center records and stores all incoming and outgoing calls for quality assurance and compliance purposes. Supervisors can monitor calls in real-time and provide valuable feedback to agents.

Interactive Voice Response (IVR): The vendor states that the Contact Center enables customers to interact with the contact center using voice commands and touch-tone inputs, automating routine inquiries and transactions and providing self-service options for improved efficiency.

Real-time Analytics and Reporting: According to the vendor, the Contact Center captures and analyzes contact center data in real-time, generating customizable reports and dashboards to monitor key metrics and identify areas for improvement. This feature aims to enable data-driven decision-making and continuous optimization.

CRM Integration: The vendor claims that the Contact Center seamlessly integrates with customer relationship management (CRM) systems, providing a holistic view of customer interactions across multiple channels and enhancing efficiency and accuracy.

Skills-based Routing: According to the vendor, the Contact Center routes calls to agents based on their specific skills and expertise, aiming to ensure that customers are connected to the most qualified agent and improve first-call resolution rates and customer satisfaction.

Automatic Call Distribution (ACD): The vendor states that the Contact Center distributes incoming calls evenly among available agents to optimize workload distribution, aiming to reduce wait times and provide real-time visibility into call volumes and agent availability.

Quality Monitoring and Coaching: According to the vendor, the Contact Center allows for monitoring and evaluating agent performance through call recording and real-time monitoring. It also provides coaching and feedback to improve skills and enhance training and development programs.

Omni-channel Customer Experience: The vendor claims that the Contact Center provides a consistent and seamless customer experience across multiple channels, allowing customers to switch between channels without losing context and enabling agents to access customer interactions and history for personalized and efficient service.