WaFd (Washington Federal) Bank has partnered with Talkdesk, a contact center solutions vendor, to "wow" its clients using Talkdesk Financial Services Experience Cloud for Banking.
Operating at more than 200 locations across the US, WaFd embarked on a digital transformation journey, with contact center platform modernization being a significant step in that direction.
“WaFd is creating a digital-first banking experience with advanced capabilities like AI and voice authentication to address key friction points in the customer journey and offer simple-to-use options for service and support across any channel or device. With Financial Services Experience Cloud and Amazon Lex together, WaFd is primed to meet our clients’ expectations today through intelligent, connected, and secure interactions while having a foundation in place for tomorrow’s CX challenges,” said Dustin Hubbard, Chief Technology Officer, WaFd.
Moving away from a disparate legacy system, WaFd opted for Amazon Lex, a fully managed artificial intelligence (AI) service that helps deploy chatbots and conversational AI.
Thanks to its open design and integration with AWS, Talkdesk's industry-specific solution - Financial Services Experience Cloud for Banking - allowed Wafd to realize AWS's full potential and accelerate CX innovation.
The solution enables intelligent orchestration of all customer engagement channels, with an option to seamlessly route self-service via Amazon Lex voice and chatbot to live agents.
Talkdesk also provides fraud protection through self-service authentication with voice biometrics, shortening the time it takes WaFd customers to check their balance.
With this investment, WaFd plans to cut costs, lower voicemail volumes and call abandonment rates, and increase overall customer satisfaction.
“In a fiercely competitive industry, financial services organizations must constantly innovate to attract and retain customers. WaFd’s longevity is built on exceptional service and the ability to continuously reinvent new and better ways of doing business. Talkdesk looks forward to working with WaFd and AWS to raise the bar for banking experiences ever higher,” said Andy Flynn, Senior Vice President, Industries Strategy, Talkdesk.
The Financial Services Experience Cloud also integrates with Fiserv DNA, the WaFd core banking platform, allowing a complete, 360-view of client relationships during live interactions.
Talkdesk offers the Financial Services Experience Cloud for insurance companies, providing unified customer context in one platform and enabling engagement personalization in customers’ preferred channels.