Customer Contact Trends in the Banking and Financial Services Market

New Channels and Deployment Models Fuel Change

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For over twenty years the Banking and Financial Services (BFS) industry has been pegged as not only an early adopter of technology, but also a sector heavily invested in proprietary applications, requiring expensive integration with new market solutions. This study explores contact center technology and application trends in the BFS market. It also identifies market drivers for BFS institutions adopting contact center technology.

Table of Contents

Customer Contact Trends in the Banking and Financial Services MarketTransformation Through New Channels and Delivery ModelsIntroductionMarket Challenges and Drivers in the Financial Services IndustryMarket Trends in the BFS Contact CenterMarket Drivers to Replace or Upgrade Legacy SystemsTechnology Trends in Financial ServicesFinancial Services Use CasesSummary and Recommendations




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