Despite a steady movement of customers to digital channels over the years, many customers still prefer to visit a bank branch when buying a new product or seeking advice from a banker. Many customers don’t perceive bank branches as remnants of a bygone era. In fact, in the new era, the presence of a physical branch instills confidence in them.
Surprisingly, most tech-savvy consumers also frequent branches. Given this, banks increasingly need to stay relevant to a digital-savvy customers. It is imperative to note that digital trends have not become a substitute for branch banking, rather they are complementary to traditional branch banking. Hence integration of the digital and in-branch experiences is of critical importance for banking. Self-service options located in the branch premises can be positioned to offer a more personalized customer experience, while reducing the operational costs associated with routine transactions.
Banks need to transform branches with interactive kiosks and discussion tables that enable customers to self-navigate to get information on a wide array of products and solutions and conduct transactions. The branch needs to be provisioned with a customer experience spanning multiple touch points.
The Finacle customer assist solution is an interactive self-service solution, which is available across platforms and can be placed inside the branch. It helps banks to promote the concept of an open branch equipped with a virtual agent, which can guide and assist customers to navigate, perform transactions and seek information in a completely self-service mode. It also supports paperless banking as customer can use electronic methods of authentication for transactions. On a technical front, it is a lightweight application and can be installed on any of the touch devices, be it laptops or other digital terminals. This in turn implies that banks do not have to invest heavily in hardware and related infrastructure requirements.
Finacle is the industry-leading universal banking solution from EdgeVerve Systems, a wholly owned product subsidiary of Infosys. The solution helps financial institutions develop deeper connections with stakeholders, power continuous innovation, and accelerate growth in the digital world. Today, Finacle is the choice of banks across 94 countries, and serves over 848 million consumers – estimated to be nearly 16.5 percent of the world’s adult banked population. Over a billion bank accounts are powered by Finacle globally.
Finacle solutions address core banking, online banking, mobile banking, payments, treasury, origination, liquidity management, Islamic banking, wealth management, and analytics needs of financial institutions worldwide. Assessment of the top 1000 banks in the world reveals that institutions powered by Finacle enjoy 50 % higher returns on assets, 30 % higher returns on capital, and 8.1 % points lesser costs to income than others.
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