Bank Architecture
Eighth floor
Human Resource ManagementSeventh Floor
Cybersecurity and Access ControlSixth floor
Compliance and Anti-FraudFifth floor
Financial analytics and reportingThird Floor
Banking risk managementThird floor
Customer Relationship ManagementSecond Floor
Customer Interaction ChannelsFirst floor
Payment systems and treasuryФундамент банка
Major banking systemsWhat are Customer Engagement Channels?
Customer engagement channels are a strategically important element of modern banking architecture, representing a set of digital and physical touchpoints through which a client gains access to banking services. In the era of digital transformation, these channels are becoming the basis for the client's perception of the bank. They ensure accessibility, convenience and personalization of the service, forming emotional attachment, trust and willingness to use the bank's services in the long term.
Interaction channels form the first user experience and directly affect customer loyalty. These solutions solve the problems:
24/7 service unavailability for clients.
Complex interface and confusing navigation in applications.
Long wait for a response at the bank's call center.
Lack of a digital channel for prompt support.
Where trust begins: digital communication without borders!
Key decisions and directions of the section
Subsections of the system
Internet banking
Internet banking is a key digital channel that provides clients with 24/7 access to manage their finances: accounts, transfers, payments and bank services via a web interface. It forms the client’s basic perception of the bank and directly affects retention, satisfaction and the volume of transactions in remote channels.
Mobile banking applications
A mobile banking application is the main channel of digital interaction between a bank and a client, providing full access to banking products and operations directly from a smartphone. It combines convenience, security and personalization, allowing the client to be in touch with the bank 24/7 and perform any actions - from a transfer to issuing a card - in two clicks.
Self-service interfaces
Self-service interfaces are physical devices, such as ATMs, terminals, and kiosks, that allow customers to perform basic banking transactions on their own without the involvement of employees. They provide 24/7 access to bank services, reduce the load on branches, and expand coverage in populated areas and locations with high traffic.
Call center and customer service
Koll-tsentr is a central point of communication with the bank's clients, providing voice and digital support, processing incoming requests, solicitation, consulting and support of banking products. It plays a key role in influencing clients, operative problem solving and service quality improvement at all levels.
Chat and voice assistants
Chat and voice assistants are intelligent tools based on artificial intelligence and NLP technologies that allow you to automate communication with customers and resolve standard requests 24/7. They reduce the load on the contact center, improve the speed of service and create a new format of digital customer interaction.
Important to know!
More than 70% of customers prefer mobile service channels.
Fast digital channels increase customer satisfaction.
The quality of interaction directly affects customer churn.
Voice assistants reduce the load on the call center to 40%.
Conclusion
Customer interaction channels are the bank's showcase. The development of these systems ensures continuous, personalized and convenient communication with the client, creates trust and a competitive advantage in the market.
Who are the solutions suitable for?
For large banks
To manage complex international operations.
Regional banks
To optimize internal processes.
For Fintech companies
For integration with traditional banking systems.
Advantages of implementation
Improving customer experience and convenience.
Increasing the speed and availability of services.
Reducing the burden on physical offices and staff.
Growth of loyalty and trust from customers.
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