In a time of social distancing and limited personal interactions financial institutions have had to rapidly change the way they work. Mavenir can enable firms to stay connected with their clients and adapt to the new normality.

Many business verticals, including finance, are being forced to shift from traditional face-to-face to virtual interactions. Walk-in visits have been replaced by phone calls, emails, texts, and other channels.
New customers and existing clients want to get their issues resolved and have their questions answered promptly. This means getting them to the right person the first time while providing business insight and connectivity to existing systems to help with the first-call resolution. This requires a significant level of connectivity – being able to see information about the customer without manual retrieval, and instant access to business tools.


Mobilizing The Customer Service Experience

Learn about the key customer engagement challenges that businesses face today and how a modern contact center solution can enable them to transform the customer service experience today and tomorrow.


Deploying a cloud-hosted solution provides numerous advantages. By moving the solution to the cloud, the business does not need to depend on physical infrastructure, which can require an upfront investment and can fail at an increased rate as the solution ages. Cloud-hosted systems are typically configured in high availability, geographically redundant configurations that provide greater reliability and uptime, increasing availability of the businesses to respond to customers. Since the solution is offered in an as-a-service model, there is no hardware to purchase or maintain. Businesses can transition from a CAPEX model to OPEX

A cloud-hosted system is generally more flexible than on-premise. Delivered in a pay-as-you-grow model, businesses can easily scale up or down as needed. This can be crucial for businesses that have eminent needs due to unexpected circumstances, such as the recent social distancing, or that have seasonal spikes throughout the year.

In addition, a software as-a-service (SaaS) model provides these additional benefits:

Faster time to market
Reduced support burden
Seamless software upgrades

How many calls are in the sales queue right now? How many active customer service representatives and subject matter experts are working with customers? What was promised to a customer yesterday? With Mobile Business Contact, businesses have access to rich analytics and reporting – both real-time and historical– that can be analyzed to ensure better representative/expert performance and proper staffing levels.

Case Study


Learn how a US-based financial firm deployed CCaaS while keeping their existing VoIP infrastructure and enabling mobile workers.


Solutions built 10, 20, and 30 years ago were not designed with today’s communication habits in mind. The 1990s saw the rise of SMS and the Internet, which decreased consumer reliance on voice as the only channel to interact with a business. Today, consumers expect to interact through web chat and social media as well.

A recent survey of university students between 18 and 23 years of age showed that nearly 98% of them preferred to communicate on their phones using text-based methods (text messaging, messaging apps, or social media), compared to just over 2% that preferred to make voice calls.ii When interacting with a business, the same preference is true for millennials: 63% prefer to begin customer service interactions online instead of using voice.

The use of social media for customer service is relatively new in the broad context of contact centers. However, this feature will become increasingly more important: 80% of adults between 18 and 34 years of age would view a business favorably if it offers a social media channel for customer service.iii This number drops to 59% for those between 35 and 54 years of age and 35% for ages 55 and up.

As businesses look to reduce costs and increase the speed of service interactions, chatbots have become a popular option. Using a chatbot in place of a live representative can automate simple tasks such as balance inquiries and service details: 63% of all consumers view this capability as favorable, provided that there is an option to escalate to a live representative.

Decision makers looking to upgrade their legacy systems should carefully consider the channels they want to offer now, as well as the channels they might need later. Consumer preferences will continue to change over time; businesses need a solution that can future proof their investment for tomorrow.

White Paper


Learn about the key customer engagement challenges that businesses face today and how a modern contact center solution can enable them to transform the customer service experience today and tomorrow.