The Case for integrated CCaaS
Two major factors are making CCaaS a necessity for financial institutions of all sizes: market demand and agent attrition.
- Market Growth Reports estimates that the global Contact Center-as-a-Service (CCaaS) market size was valued at $4.8B USD in 2022 and will reach $11.5B USD in 2028.
- Contact centers have historically had 30–45% average annual agent attrition, but has jumped to as high as 80% since the pandemic.
Agent attrition impacts accountholder experience, brand perception, and is ultimately one of the most substantial costs for all contact centers. A CCaaS platform that is fully integrated with other financial technologies empowers banks and credit unions to exceed expectations with a solution that eases the burden on agents.
Integrating CCaaS strengthens business
Virtual call center
Ensure agents have all relevant information available on one screen, rather than logging on to multiple systems simultaneously.
IVA/IVR/Chat-Bot
Increase self-service rates, providing more time for agents to tackle complex accountholder requests.
Customer 360
Provide any agent in your organization that is working in a CRM to access live core data on demand.
How Glyue™ benefits your CCaaS platform
- Multi-system integration: Integrate directly to the core banking system and other software platforms such as LOS and CRM to pull specific data points into one visible location.
- Enhanced Accountholder Experience: Connect to customers and solve their concerns, while improving first-contact resolution ability.
- Agent Empowerment: Empower your agents with accurate and timely data so they can focus on delivering a more human experience.
- Business Agility: Manage agents with empathy while delivering impact to the business.
- Self-Service: Give accountholders the ability to self-serve activities such as money transfers, balance inquiries, and PIN changes.
We work with these Top Tier CCaaS Vendors
Don’t see yours? Ask for our extended library of CCaaS providers.
