Latest Call centres News: Finextra Research

Company update/payments

Payguard to deploy Nuapay to provide open banking payments for telephone orders

Leading provider of account to account payment solutions, Nuapay, today announces that it has been selected by PayGuard a brand of Fusion Telecom to provide open banking payment services to its call centre customers.

12 May 2020

News/retail

Covid-19: Barclays CEO signals end of the skyscraper and rebirth of the branch

As Covid-19-fearing, social-distancing conscious CEOs abandon packed skyscrapers, the humble branch, long expected to go the way of the dodo, could find a second lease of life as a place to house call centre workers and investment bank staffers, according to Barclays CEO Jes Staley.

29 April 2020

Company update/wholesale

ANZ to create dedcicated hotline for business customers seeking Covid-19 relief

ANZ today announced it would establish a dedicated hotline to help small and medium business customers who are eligible for the Federal Government’s Job Keeper payments.

23 April 2020

News/people

165 jobs go as Monzo shuts Las Vegas customer support office

As Covid-19 continues to hit businesses around the world, UK challenger bank Monzo is shutting its customer support office in Las Vegas, with the loss of 165 jobs.

09 April 2020

News/covid-19

Google launches bot to help organisations answer Covid-19 questions

Google Cloud has launched a rapid response AI chatbot to help organisations, such as banks, handle ballooning customer service queries during the Covid-19 pandemic.

08 April 2020

News/covid-19

Irish banks set up dedicated phonelines for vulnerable customers

A group of five Irish banks have joined forces on dedicated free phonelines to help vulnerable customers, such as the elderly, isolating during the Covid-19 pandemic.

08 April 2020

News/retail

Nationwide to close down branches and disconnect call centres over weekends

Having already announced plans to shutter fifty branches and reduce opening hours, Nationwide Building Society is taking further steps to reduce physical contact and unburden overworked staff members by shutting down all branches and call centre operations over weekends.

06 April 2020

News/covid-19

Rush to digitisation will see fintech sector flourish post-Covid-19

As the fintech sector struggles through the Covid-19 economic fallout, a report from VC Finch Capital offers some light at the end of the tunnel, suggesting that the crisis could ultimately end up benefiting the industry by accelerating the rush to digitisation.

02 April 2020

News/startups

Standard Chartered challenges startups to deliver an automated call centre service

Standard Chartered has put out a call to tender to fintech startups for a machine learning prototype capable of reducing the handling time for both inbound and outbound traffic through its call centres

30 March 2020

Company update/covid-19

CBA launches coronavirus comms campaign after eight-fold growth in call centre volume

In what is a concerning and confusing time for many Australians, Commonwealth Bank is launching a mass coronavirus communication campaign from today, across all mainstream and social media channels, to help customers access the support and information they need.

26 March 2020

News/covid-19

Irish banks struggling under weight of Covid-19 call centre volumes

Irish banks are re-allocating staff across the business to deal with a massive increase in calls from customers seeking financial support and mortgage payment breaks as a direct result of Covid-19.

25 March 2020

News/retail

JPMorgan Chase offers sweetener to front-line staff during pandemic

JPMorgan Chase is to give front-line employees staffing its call centres and branches a $1000 bonus for keeping the business running during the Coronavirus pandemic.

23 March 2020

News/regulation

Covid-19: MiFID II call recording rules relaxed

With Covid-19 forcing huge numbers of people to work from home, European authorities are relaxing MiFID II rules on the recording of telephone conversations.

20 March 2020

News/retail

Covid-19: Canadian banks close some branches, cut hours at others

Canada's six biggest banks are closing some branches and reducing operating hours at others in an effort to promote social distancing and control the spread of Covid-19.

19 March 2020

News/security

HSBC sings the praises of Voice ID

HSBC claims that the introduction of voice biometrics at its call centres has prevented almost £400 million of customers’ money from falling into the hands of telephone fraudsters in 2019.

16 March 2020

News/Call centres

Blockchain-based ID system for credit union members made commercially available

Following successful pilots, blockchain outfit CULedger is making its digital identity service MemberPass (formerly called MyCUID) commercially available.

24 February 2020

News/ai

Citi Commercial Cards adds virtual agent to call centres

Citi Commercial Cards has teamed up with conversational AI firm Interactions to roll out an intelligent virtual agent (IVA) feature to its US call centres.

07 February 2020

News/Call centres

Credit unions pilot blockchain-based digital ID system

Several US credit unions have begun piloting the MyCUID digital identity service from blockchain outfit CULedger.

13 December 2019

Company update/security

RCBC Bankard rolls out Verint biometric tech at call centre

Verint Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, in partnership with Inspiro Relia, Inc. (Inspiro), have optimised the quality of RCBC Bankard’s call centre operations with the implementation of Verint’s innovative voice biometrics solution*, part of its Identity Authentication and Fraud Detection (IAFD) offering.

21 November 2019

News/ai

Amex Ventures invests in AI virtual call centre agent startup

American Express Ventures has invested in Voca.ai, an Israeli startup building AI virtual agents for call centres.

24 October 2019