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Banks are Under Attack

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Banks and Credit Unions are Under Attack!

Banks are Under Attack

by Rick Sexton

01 July 2021

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Security

Customers trust banks and financial institutions with sensitive information and expect robust protection. However, fraudsters are increasingly taking over accounts, stealing identities, or committing transaction fraud through CONTACT CENTERS, leading to significant fraud loss and long-term brand damages.  A data breach is devastating to a financial institution, and recent breaches have been tied to a lack of CONTACT CENTER SECURITY.

In addition to security attacks, the pandemic has increased customer expectations while changing the method they prefer to interact with your bank. Branch traffic has dramatically decreased and in some cases completely shut down. Mobile and online banking interactions are on the rise. Video enabled Interactive Teller Machines (ITM) traffic is seeing increased traffic. Finally, telephone traffic into customer service has increased while customer service representative’s attrition rate is rising (even with higher unemployment) and most customer service representative are adjusting to work from home challenges.

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It's Cloudy...

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It's cloudy today, where's the sunshine??

It is old!

by Rick Sexton

01 May 2021

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ROI Analysis

From a market perspective, Gartner’s “Magic Quadrant for Contact Center as a Service, North America” report predicts that “by 2022, contact center as a service will be the preferred adoption model in 50% of contact centers, up from approximately 10% in 2019.” Additionally, the report predicts that speech interfaces will initiate 70% of self-service customer interactions by 2023, an increase from 40% today.

Clearly the demand for cloud-based contact centers is in rapid growth. Companies are moving several applications (phone systems, contact center, web/audio/video conferencing, email, CRM, IVR, and many more) to the “cloud”. Does that mean you need to consider moving your premise-based investment to the cloud? “Consider” is the key word, yes you should be evaluating the pros and cons.

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Why change....it is old??

It is old!

by Rick Sexton

01 March 2021

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ROI Analysis

It’s amazing how often I have heard this answer. Whether I was talking to an IT manager, partner representative or Cisco salespeople, I often heard it’s old. The question, “why does the customer want to change their contact center or phone system”? That’s not the answer most executives want to hear when you are requesting funding for a new investment.

The answer “it’s old” really meant the customer had a trigger event. Although somewhat tactical, trigger events are real. Trigger events include the following:

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After almost 3 decades with Cisco...

Rick Sexton

by Rick Sexton

01 January 2021

Comments

Business Management

I accepted a generous early retirement package, and shortly after launched input LLC. The name “input” describes exactly what we do. We provide our clients “input” to help them understand, document and articulate the business value associated with their investment in IP Communications and Contact Center technologies.

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