Contact Center Solution

Contact Center Solution teaser

VeriTouch Contact Center Solution, powered by Microsoft Dynamics 365 and enriched with VeriPark’s financial services know-how, empowers agents to deliver seamless, high-quality service across assisted channels. It ensures fast access to accurate, up-to-date customer information and supports true omnichannel service across phone, email, live chat, and digital messaging platforms.

With embedded AI agents and smart automation, contact center agents can resolve inquiries faster, identify upsell opportunities, and enhance customer satisfaction, without switching between systems.

Transform Your Contact Center into a Profit Center

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    Agent Empowerment with a Unified Desktop

    Give contact center agents a single, streamlined workspace. No more screen-switching, agents can resolve inquiries, perform transactions, and access key insights all from one view, reducing average call handling time and improving first-call resolution.

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    360° Customer View for Personalized Interactions

    Provide agents with a full picture of the customer’s journey, recent activity, open requests, product usage, and suggested offers. This comprehensive view enables contextual, tailored service that strengthens customer loyalty.

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    Straight-Through Transactions with Guided Workflows

    Empower agents to complete processes—sales, service, or complaint resolution—without delays. Guided workflows ensure compliance, improve operational efficiency, and open up new revenue opportunities during each interaction.

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    Guided Conversations with Smart Scripting

    Equip your agents with dynamic scripts for every situation, campaigns, collections, surveys, or event-based selling. Improve consistency, speed, and regulatory compliance while ensuring customers always receive accurate and helpful responses.

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    Automated Call Handling & Call Disposition

    Automate inbound and outbound interactions while providing agents with real-time customer data. After each call, the system logs customer intent, actions taken, and any pending needs, ensuring seamless follow-up and accountability.

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    Omnichannel Engagement, Seamless Journeys

    Serve customers where they are, live chat, SMS, portals, or phone. Agents see full interaction histories across channels, helping them resolve issues faster and with greater empathy.

Unlock the Advantages

  • Built for Financial Services: Purpose-built CRM with embedded banking and insurance logic—no generic tools or workarounds needed.

  • Smarter Conversations, Powered by AI: Gain instant access to customer insights, alerts, and next-best-action prompts, driven by real-time data and predictive analytics.

  • Unified Front-End for Faster Resolution: Empower agents with a single, AI-assisted interface—eliminating screen-hopping and speeding up resolutions.

  • Frictionless Identification & Verification: Use intelligent workflows and contextual data to verify customers quickly and securely.

  • 360° Customer View for First Call Resolution: Consolidated insights and guided actions help agents resolve issues confidently and efficiently.

  • Truly Omnichannel Support: Deliver connected experiences across voice, email, chat, messaging apps, and digital banking channels.

  • AI-Driven Sales Enablement: Leverage AI-powered product suggestions and cross-sell triggers to drive revenue.

  • Streamlined, Knowledge-Driven Service: Automate repetitive tasks and surface relevant articles or solutions based on each interaction.

  • Cost-Effective Channel Strategy: Migrate routine interactions to IVR, web, or SMS—freeing agents for high-value conversations.

  • Lower Operational Costs, Higher Productivity: Real-time automation and intelligent routing increase efficiency while reducing back-office dependency.

Core Capabilities

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    Unified Agent Desktop

    Single interface providing a full 360° view of the customer including products, transactions, requests, complaints, and more.

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    AI-Powered Service Management

    Manage complaints, requests, and routine operations with AI agents and automated workflows.

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    Integrated CTI & Channel Management

    Supports inbound/outbound calls, IVR, live chat, social media, and more all integrated with CRM and backend systems.

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    Case & Knowledge Management

    End-to-end case tracking and AI-generated suggestions help reduce resolution time and training effort.

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    Smart Triggers & Contextual Prompts

    Proactively surface compliance tasks, upsell potential, and risk indicators using behavioral data.

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    Prebuilt Workflows for Financial Institutions

    Handle KYC updates, address changes, complaints, account closures, and more via guided, configurable workflows.

See it in action!

Experience the VeriTouch Contact Center Solution in a live demo. Book a personalized walkthrough to explore how our AI-powered, omnichannel contact center transforms service operations.

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