In financial services, credit union and regional bank contact centers face challenges as they adapt to changes in technology coincident with rising customer service expectations. Customer behavior is continuing to drive this change. It can be overwhelming to consider how all customer contact departments need to evolve to care for this exponential rise in expectations.

ConvergeOne and Avaya partnered with CatalystMR to conduct a study to:

• Comprehend the current financials services contact center landscape
• Explore motivators and barriers
• Identify pain points
• Understand future trends and opportunities

This paper is intended to provide insights into technology trends contact centers have adopted, future trends they intend to adopt and key attributes to consider for providers to help navigate the future of the contact center.

Fill out the form to download the white paper and learn the trends and future opportunities for contact centers in financial services.