Talkdesk®, Inc., a global leader in contact centers for customer-centric businesses, and WaFd Bank (NASDAQ: WAFD), a full-service U.S. commercial bank, are working together to accelerate innovation and deliver better service to banking customers by leveraging the Talkdesk Financial Services Experience Cloud TM for Banking, a customer experience (CX) platform purpose-built for industry-specific needs.

A regional bank with immediate appeal, WaFd has more than 200 locations in eight western states, manages $20 billion in assets and offers a full range of banking services. A century-old establishment, much of WaFd’s endurance can be attributed to its commitment to customer service, including embracing new technologies to infuse every customer experience with the elusive “wow” factor.

In recent years, WaFd embarked on a journey of digital transformation, which required an overhaul of its contact center platform. The company’s old system was disparate, outdated, and lacking in functionality, functionality, and reporting. In the search for a new solution, WaFd had to be used with Amazon Lex, a fully managed artificial intelligence (AI) service with advanced natural language models, to support voice and chat functionality for login. , account search and internal transfers. Through a long-standing relationship with AWS and the open platform design of Financial Services Experience Cloud, Talkdesk enabled WaFd to maximize its Amazon Lex investment and accelerate CX transformation.

Talkdesk added additional unique value to WaFd by helping it operationalize its Amazon Lex investment, enabling intelligent orchestration of all customer engagement channels. Self-service via voice and chatbots from Amazon Lex can also be seamlessly elevated to live agent support. Another key feature of the solution is Talkdesk Identity TM, which provides fraud protection through self-service authentication using voice biometrics. This new feature has already reduced the time it takes for WaFd customers to complete an account balance inquiry by 90%.

Longer term, WaFd expects the combined Talkdesk and Amazon Lex solution to reduce costs, reduce voicemail volumes and call abandonment rates, and increase customer satisfaction. providing quick resolutions for many common banking transactions through self-service. The solution is easy to use for customers and contact center agents and bank executives can effortlessly navigate its features with minimal training. Financial Services Experience Cloud also integrates with Fiserv DNA, WaFd’s core banking platform. This enables aggregation of customer data to further drive self-service and gives agents a complete 360-degree view of the customer relationship during live interactions.

“WaFd is creating a digital-first banking experience with advanced features like AI and voice authentication to solve key friction points in the customer journey and provide easy-to-use options for service and support on the go. any channel or device,” said Dustin Hubbard, Chief Technology Officer, WaFd. “With Financial Services Experience Cloud and Amazon Lex together, WaFd is ready to meet our customers’ expectations today through smart, connected, and secure interactions while having a foundation in place for the CX challenges of tomorrow.”

“In a fiercely competitive industry, financial services organizations must constantly innovate to attract and retain customers,” said Andy Flynn, senior vice president, industry strategy, Talkdesk. “WaFd’s longevity is built on exceptional service and the ability to continually reinvent new and better ways of doing business. Talkdesk looks forward to working with WaFd and AWS to raise the bar even higher for banking experiences.

“More financial services organizations are relying on the scale, performance, and breadth of AWS AI capabilities to drive innovation and customer success,” said Vasi Philomin, Vice President of AI Services, Amazon Web Services. “Building highly efficient contact centers requires significant automation, the ability to scale, and a mechanism for active learning through customer feedback. By using Amazon Lex, in conjunction with Talkdesk, WaFd has built a strong foundation for providing excellent customer service by helping them respond to customers faster, resolve inquiries more easily, and improve the overall customer experience.

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About Talkdesk

Talkdesk® is a global leader in cloud contact centers for customer-centric businesses. Our automation-driven customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, vertical expertise and global footprint reflect our commitment to ensuring businesses can deliver better experiences across any industry and through any channel, resulting in greater customer satisfaction. customers and accelerated business results.

Talkdesk is a registered trademark of Talkdesk, Inc. All product and company names are trademarks™ or registered® trademarks of their respective holders. Their use does not imply any affiliation or endorsement on their part.

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SOURCE: Talkdesk, Inc.

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PUBLISHED: 10/19/2022 10:41 a.m. / DISK: 10/19/2022 10:41 a.m.