The Record - Issue 21: Summer 2021

112 www. t e c h n o l o g y r e c o r d . c om F E ATUR E We asked a selection of Microsoft partners about the technologies that they believe are delivering differentiated customer experiences in financial services Partner perspectives Shweta Jain Director, Digital and Cloud Product and Strategy at Finastra “As the digitalisation of consumer banking interactions accelerates – especially as a result of the Covid-19 pandemic – banks everywhere are being forced to raise their game and create compelling digital experiences for their customers. Finastra’s digital banking applications enable banks to meet customer requirements across the entire banking life cycle. Open banking, for example, creates more opportunity for banks to control their digital experience and customer journeys. Additionally, Finastra’s omnichannel capability ensures customers can start their journey through a self- assisted channel and complete it via another bank’s channel, such as a digital branch or call centre. Finastra is posed to help banks thrive in this highly competitive environment by offering solutions that support fast and intuitive onboarding with strong customer authentication and a compelling persona- driven mobile and omnichannel experience – crucial differentiators for customer acquisition and retention. Furthermore, combined with chatbot and analytics tools banks can leverage artificial intelligence and machine learning capabilities to drive a very tailored and differentiated experience for their customers.” “Many banks embrace the shift left strategy, putting bots at the front row of customer service. But we also know that it’s often challenging to make conversational artificial intelligence (AI) just as personal as a human agents. Anywhere365 has taken on that challenge. Key to our approach is that we start with the data, not the end points. It’s a true game changer for customer engagement. To inform chatbots and voice bots with all your available customer relationship management (CRM) data, we deeply integrate with leading CRM systems, such as Dynamics365, ServiceNow and SAP. Our bring-your-own- bot strategy enables integration with AI technologies from Microsoft, Google and others. Our drag-and-drop Dialogue Studio makes it easy to create AI-driven customer dialogues, even between platforms – such as an automated deflection from IVR or voice bot to WhatsApp. Finally, our Compliancy Recording offering, in partnership with ASC Technologies, is a unique combination of ASC’s Microsoft certified Compliancy Recording app and our industry-first Microsoft certified Connected Contact Center for Microsoft Teams.” Gijs Gerts CEO of Anywhere365