Talkdesk Celebrates Financial Services Momentum, Powers Exceptional Customer Experiences for New Banking and Credit Union Customers

The Talkdesk AI-powered financial services cloud contact center platform supports companies as more people embrace digital banking interactions

Talkdesk®, Inc., a global AI-powered contact center leader for enterprises of all sizes, added Avadian Credit Union, BayPort Credit Union, and Emprise Bank to its growing roster of financial services customers that rely on the Talkdesk AI-powered Financial Services Experience Cloud™ to modernize customer experience (CX). Talkdesk increased its year-over-year financial services bookings by over 50 percent in the first half of 2023, adding more than 50 new financial services customers year-to-date. This momentum highlights the trust that the financial services industry and technology advisory partners have in Talkdesk to drive exceptional customer service outcomes through its flexible and innovative generative AI (GenAI) -powered cloud contact center platform.

Talkdesk recently released comprehensive new research, the Talkdesk 2024 CX in Banking Survey, which provides industry-wide insight into banks’ and credit unions’ current and expected CX maturity, including their use of artificial intelligence (AI). According to the report, more than half of respondents (56%) expect their company to increase their investment in CX technology by 10% or more over the next three years.

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Avadian Credit Union, BayPort Credit Union, and Emprise Bank chose the Talkdesk AI-powered Financial Services Experience Cloud for an enhanced customer and member experience. Advanced security features of Talkdesk Identity™ (delivering quick and seamless customer authentication through voice biometrics), increased efficiencies enabled by virtual agents pre-built for banking inquiries, and real-time agent assist features were key in these financial services firms selecting Talkdesk. Additionally, out-of-the-box integrations to core banking systems and existing IT infrastructure ensure a unified experience for both customers and employees, and faster time to value.

Emprise Bank also deployed Talkdesk Microsoft Teams Connector. Together, the solutions replace the bank’s legacy contact center and deliver a strong customer experience to its customers, while delivering efficiencies in the contact center and back office operations.

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Supporting Quotes

Eric Ham, chief information officer of Avadian Credit Union, one of Alabama’s oldest credit unions, said: “We wanted a contact center solution that’s a ‘single pane of glass’ and integrates with our core processor. We got that ease of use and deployment with Talkdesk.”

Ira Williams, vice president of member experience with Virginia-based BayPort Credit Union, said: “After reviewing several solutions, we landed on Talkdesk for our contact center thanks to the solution providing the benefits of AI with robust security and strategic integrations. But what was also a major deciding factor was the Talkdesk emphasis on being a true partner.”

Tonya Knipp, senior vice president and director of technology at Emprise Bank, commented: “We are a customer-focused, forward-thinking financial institution with a mission of empowering people to thrive. Talkdesk has enabled us to overhaul our contact center system and provide a much more modern, efficient, and improved experience for our customers.”

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“With Talkdesk, Avadian Credit Union, BayPort Credit Union, and Emprise Bank benefit from customer experience technology that is specifically designed for the unique challenges of the financial services industry and uses the power of artificial intelligence and automation to transform customer and member interactions,” said Rahul Kumar, vice president and general manager, financial services and insurance, Talkdesk. “Our North Star is to become the preferred partner for credit unions and community banks and we are proud to help these organizations deliver exceptional experiences and rapidly realize business outcomes.”

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