Elevate your customer service experience by modernizing your cloud contact center with Amazon Connect
As neobanks gain market share based on their customer engagement approach, traditional banks need to evaluate how they can serve customers better. It is crucial to apply tech-based contact center modernization to ensure faster time-to-market and elevate customer experiences while optimizing costs.
Virtusa’s Contact Center Modernization solution combines human-centric design with cutting-edge tech from AWS to enable banks to create experiences that help retain and grow their customer base. The solution blends on-line and contact center support channels to offer a frictionless customer experience. The AI recommendation engine helps agents service their customers right the first time and help deliver a conversational experience.
By combining Amazon Connect’s capabilities with our deep analytics expertise, underpinned by human-centric experience design, we aim to provide the fastest route to creating engaging interactions for your customers. Independent of size, our CX design process follows a six-stage, human-centered process. This evidence-based approach builds understanding and stakeholder advocacy.
Some of our leading banking clients leverage our solution to:
Using AWS core components and bespoke proprietary tools, tech and talent, we deliver new cloud native solutions within days not months. Contact center modernization helps enrich your customer’s journey across:
Instantly launch new, automated services for campaigns or crisis management using pre-built components.
Accelerate product development with the help of our cloud-native experts. We ensure that you build the right product/service targeted to your customers
Transform your contact center into a cloud solution and benefit from scalability, efficiency savings and easy new tech adoption.
Minimize the upfront investment needed to launch new contact center services
Create new interactions that dynamically define whether bots or CSRs provide the best experience for customers and free up agents for issues that need a human touch.
All projects are underpinned by commercial and experience business cases. They are evaluated against three criteria:
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