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Zenmonics Customers Bank on Omnichannel CX

By Paula Bernier March 03, 2017

A company called Zenmonics announced earlier this week that two financial institutions have recently come aboard its channelUNITED customer service platform. It also talked about the latest release of this solution and announced a new white paper on which it has collaborated with IDC.

The solution, which is now in release 7.0, allows customers to choose where, when, and how they want to interact with the bank. It provides a complete enterprise contact history across online, mobile, branch, advisory, kiosk, and call centers so customers don’t have to reiterate information and financial institutions don’t have to ask them to do that. It also allows for integrated frictionless account origination and funding options, including a fast-track option.

Release 7.0 of channelUNITED also allows for service requests that automatically generate cases across channels, personalization of seamless guidance from embedded PFM content and Favorites, a full-featured teller platform that is integrated to the financial institution’s self-service applications, and digital channel services with more than 350 RESTful services.

All that, Zenmonics said, reduces the need for point solutions and costly licensing, integration, and upkeep. And, the company added, these features deliver a great customer experience across all channels.

“Banks must shift from an endless cycle of maintenance to focus on delivery/integration of emerging capabilities,” said Jeff Jones, Zenmonics' Chief Operating Officer. “Zenmonics' channelUNITED is the only platform designed from its inception to deliver common banking services and a unified experience across customer- and employee-facing channels. This enables a path to true digital transformation.”

The company recently commissioned IDC to do some research for it. That resulted in the white paper “Importance of the Branch in a Mobile-First Digital Strategy.” It presents the five phases of maturity associated with implementing omni-channel experiences across a commercial bank's customer relationship ecosystem; the importance of incorporating more traditional service channels like call centers and bank branches into a digital experience strategy; and the business benefits and implementation challenges of driving true digital transformation.

“Our research demonstrates that, even with millennials, customers continue to seek the branch as an important way to interact with banks. We encourage our clients to think broadly about digital transformation as a strategy that includes both customer facing and employee facing interaction points,” said Marc DeCastro, Research Director for IDC Financial Insights.




Edited by Alicia Young

Executive Editor, TMC

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