Talisma [Moxie Software] White Paper Addresses Key Business Issues for Retail Banks

Top 10 retail banking trends for contact centers

Bellevue, WA – Feb. 12, 2008 – Talisma® Corporation (www.talisma.com), the leading Customer Interaction Management (CIM) software solution provider, today announced the release of a critical white paper that explores ten of the leading trends impacting retail banking contact centers.  The white paper explains how banks can successfully use contact center technology to outperform their competition.

The white paper, “Banking in the 21st Century: 10 Trends to Leverage in the Retail Banking Contact Center” addresses many important trends including:

  • The Continual Rise in Online Customer Interaction Volume
  • Protecting Your Customers’ Email Security
  • Leveraging The Web for Customer Self-Service
  • Applying Customer Segmentation to Drive Revenue Growth
  • Considering Customer Value to Drive Strategic Decisions

Additionally, the white paper highlights the requirement for retail banking contact centers to embrace the use of new communication channels such as VoIP, live chat and Web collaboration.  Talisma also focuses on the emerging customer segment of Generation Y and the tremendous business opportunity they represent for banks as a new customer segment.

“As online communication channels continue to impact every aspect of our lives, banks must adapt to consumer demand,” said Dan Vetras, President & CEO of Talisma.  “There is significant incremental business available for banks that adapt to these changes. This white paper is a great starting point for banks who want to provide an exceptional online customer experience.”