SPINE for Financial Services
Create an engaging omnichannel customer experience through your customers’ financial journey
From managing new leads, collecting payments, handling complaints and inquiries, to facilitating access to information through self-services, SPINE business solutions will help you improve the customer financial journey and experience.
Engage your customers across channels and self-service capabilities
Serve your customers on any digital channel – voice, email, chat, SMS and social media to increase customer engagement. Delight your customers with a 24/7 self-service IVR that gives them quick access to the information and answers they need, and help them connect with the customer service team using the callback scheduling feature.
Omnichannel Capabilities
Engage customers across all channels (voice, email, SMS, web chat, IVR, chat bots, video and social media) from a unified desktop.
Self-Service IVR
Cut costs with an interactive IVR that enables customers to quickly get the answers they need so agents can focus on the most complex requests.
Unified Agent Desktop
Give your agents a 360-degree view of customer information that empowers them to deliver a personalized customer experience.
Automate your sales process to increase your conversion rate
Take advantage of our proactive predictive dialer to reach more prospects increase your chances of converting more leads while managing your compliance with guidelines. Easily create and automate outbound call center campaigns by importing contact lists from external sources or connecting to your CRM with our open APIs.
Intelligent Routing
Automatically route inbound contacts to the best available resource based on your personalized business rules and increase First Call Resolution (FCR) rates.
CRM Integration
Integrate Spine with your systems, including CRM, DB, ERP and many others, to ensure all customer data is available in one interface.
Live Monitoring
Monitor agent interactions in real-time to improve your quality of service by providing behind-the-scenes or direct coaching as needed.
Increase First Contact Resolution (FCR)
Make sure every customer is connected to the right agent with our intelligent routing solution. Empower your agents to deliver a personalized financial experience by giving them access to real-time customer data and information through a unified desktop. Take advantage of our unified communication capabilities to deliver humanized and meaningful customer interaction.
Ticket Management
Keep track of your customers’ complaints and inquiries with a powerful yet flexible ticketing system while following your compliance and standards.
Unified Agent Desktop
Give your agents a 360-degree view of customer information that empowers them to deliver a personalized customer experience.
IVR System
Make interactions easy and improve customer experience with a fully integrated and customizable multi-level Interactive Voice Response (IVR).
Improve agent performance and develop internal skills & capabilities
Give your agents a 360-degree view of your customer history and tailor every interaction to your customers’ needs. Increase agent performance and engagement with a rich set of tools that allow your supervisors to monitor call center operations in real time and provide seamless support and coaching.
Auto Dialer
A powerful Dialing Engine with various type of dialer functionalities and settings (predictive, progressive and preview dialing) to increase connection rates.
SLA Management
Ensure Service Level Agreements (SLAs) monitoring and improve customer relationships and loyalty.
Call Recording
Record inbound & outbound calls, pause/resume live call recordings and listen to past recordings at any time to ensure compliance with quality standards.
Monitor, measure and continuously improve customer & employee experience
Achieve a high level of service quality while maintaining even greater compliance monitoring. Monitor agent interactions in real-time to improve your quality of service by providing seamless behind-the-scenes coaching as needed. Keep a close eye on key call center metrics and make necessary adjustments to improve performance.
Reporting and Analytics
Monitor your call center activities with real-time dashboards. Exploit historical data to improve customer care, agent motivation and customer retention.
Call Statistics
Take advantage of comprehensive and rich call statistics to increase your level of service and improve the contact center experience.
Agent Reporting
Track agent productivity and rank agents based on their performance in order to improve agent management and identify training needs.
Build a fully integrated call center platform and take your business to the next level
Leverage existing technology investments to connect business applications to your contact center on a single platform. Increase agent productivity and improve customer experience by providing up-to-date customer data, history and information in a single interface. Build the call center you want with our flexible APIs.
CRM Integrations
Integrate Spine with your systems, including CRM, DB, ERP and many others, to ensure all customer data is available in one interface.
Click to Call
Increase agent productivity, maximize online sales prospects and boosts the overall efficiency & effectiveness of your business.
Computer Telephony Integration
Benefit from comprehensive call center software functionality from inside your CRM and provide a personalized and knowledgeable service to customers.
Our Clients
Our consultants will be happy to presenting our solutions to you remotely or on site, discussing your needs, and advising you on the best implementation approach.