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Retail Banking Contact Center - a Service Excellence solution

Retail Banking Contact Center Reimagined

Retail customers always expect your agents to know their account activities, address their requests quickly and anticipate their needs proactively. It's time to re-think your Contact Center and transform into the Experience Center.

PwC's Service Excellence solution, powered by Salesforce, helps banks deliver a connected end-to-end retail customer experience. Through seamless engagement, improve your agent productivity with Customer 360, self-service communities, Lightning guided engagement, and predictive AI.

View the brochure   Request a demo

Customers’ expectations for service is increasing

“Give me seamless interaction the way I want it”

“Keep me informed and engaged”

“Understand my needs and offer me tailored service”

“Rapidly fulfill my needs the right way”

“Continue to wow me”

Retail Banking features

Supercharge your Contact Center transformation with rich Retail Banking features

Retail Session Management to simply case data capture and automate call logs

Lightning Guided Flows to expedite critical tasks with step-by-step wizard experience

Quick Actions enabling agents to achieve common retail requests from ordering checks to adding travel notifications

Key benefits

Enable customer-centric service model: Create service functions around a true Customer 360 enabling proactive engagement

Seamless experience across channels: Leverage self-service communities and chatbots to deliver a consistent experience

Reduce handling time via AI enabled servicing: Scenario modeling, sentiment analysis and predicted reasons to call empower the transformation towards Experience Center

Improve customer lifetime value: Anticipate customer needs with Next Best Action and Recommended Products tools to elevate customer service journey

Contact us

Reggie Walker

Reggie Walker

Partner, Global Salesforce Alliance and Competency Leader, PwC US

Adele Wentzel

Adele Wentzel

Principal, US Salesforce Practice Leader, PwC US