Virtual Contact Center
Empower agents to deliver great customer experience
Findesk captures the expertise across your advisors, teams, and systems, curates it into a banking-specific knowledge foundation, and delivers the right guidance at the moment it matters—compressing the path from new hire to expert proficiency from months to weeks.
Enjoy complete control over your advisor platform, like a contact center as a service
Configure every step of your operations giving you the flexibility to operate exactly the
way your team wants to, without vendor limitations.
Everything you need in one Unified Integrated Solution
Omnichannel
Omnichannel connects the customers experience across voice
and digital channels seamlessly while preserving conversation history and
context.
Unified Inbox
Unify voice, email, chat, and digital channels in a single
workspace, with consolidated conversation history, priority and powerful search
and filtering capabilities.
Interactive Voice Response
Enhanced IVR uses voice recognition, NLP, and speech
synthesis for interactions. No more hard coded call trees
Advisor Co-pilots
Expert copilots are built into the platform, trained to
autonomously execute banking tasks handed off to them during live customer
interactions.
New gen AI Contact Center
Voice biometrics
Enhanced voice imprint capture using conversation style
enrollment ensures the highest accuracy of authentication.
Auto-assist
Findesk comes with embedded Special Purpose AI trained
specifically for Banking. Equipped with deeply immersive knowledge.
Call Flow Assistant
Create or modify complete call flows using simple natural language prompts with the built-in Call Flow Assistant.
Live transcription
Real-time conversation capture with virtually no lag and can clearly understand and transcribe banking specific context.
Voice Agents
Fully voice-enabled virtual assistants that deliver the same expert banking services available across other channels.
Intellipad
Automatically identify and record key case-relevant information in real-time interactions. No more sticky notes required.
Guarantee 100% Interaction quality assurance and compliance
Evaluate 100% of interactions
Automate quality evaluation across every interaction with banking-aware conversation intelligence, sentiment analysis, and detailed scorecards for policy adherence, using both pre-built and custom criteria.
Personalized coaching
Identify skill gaps with AI-driven performance insights and accelerate advisor development through realistic training simulations tailored to every experience level.
Completely precanned Contact center set-up
Banking-ready Call flows
Start with a library of pre-built banking call flows that guide customer conversations, automate service requests, and route callers through proven support journeys from day one.
Ready to go IVR
No more hard coding call trees from scratch. Findesk IVR comes pre-designed for banking products and services.
Voice Agent Collection
Choose from a collection of banking-trained voice agents with carefully crafted voices, tone, and conversation styles, requiring only institution-specific fine-tuning.
Army of copilots
Pre-trained copilots that perform as deputized specialists of particular service tasks and workflows are also ready to go out-of-the-box
Sovereignty guarantees Compliance
Built-in controls for audit
Automatically log and evaluate call recordings and transcripts for every customer interaction in real-time for live or historical performance reporting and audit.
Error-free Guided Workflows
step-by-step guidance of the process with intelligent banking workflows that improve accuracy for new advisors and streamline execution for experienced teams.
Dashboards Built for Operational, Analytical and real-time insights
Analytical reporting
Analyze AHT trends, FCR history, CSAT, NPS, repeat contact rates, and cost per contact to measure both service quality and operational efficiency.
Operational reporting
Monitor daily interaction volumes, queue wait times, ASA, abandonment rates, and SLA compliance—yesterday vs. today, hour by hour.
Real-time reporting
Track agent occupancy, login vs. scheduled time, handle time by queue, ACW, transfer rates, and utilization across teams and skills
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Omnichannel
Meet your customers where they prefer
Deliver seamless channel-agnostic customer service through
omnichannel integration connecting Voice, Email, Livechat, and Digital Channels while
preserving interaction history and case context, Switching channels will cause no
disruption in their conversation
Automatic Call Distribution
Connect customers to the right advisors the first time
Engage with clients on their preferred channel, automate routine
inquiries, minimize wait times and connect clients with the right advisor based on
skills.
Interactive Voice Response
Greet customers by name, verify their identity, and
understand their needs through natural language conversations before routing
them to the right advisor or assistant with full case context.
Intelligent skills-based Routing
Intelligent routing that checks for relevant advisors
skills and proficiencies according to customer intent before connecting them to
the customers
Automatic Queue management
React instantly to surges in incoming call volume by
automatically opening or closing queues to ensure Contact Center wait-time
policy standards.
SLA & Response-time management
Automatically organize incoming and escalated
communications based on SLA guidelines and priority handling rules for VIP or
high-value customers.
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Rapid deployment
Setup is as simple as hitting go
Everything you need to run a contact center is ready to go
out-of-the-box. Call flows, IVR, Voice Agents, Routing, performance reporting and
coaching is precanned according to your specific banking requirements.
Built for change
A dynamic platform that adapts to your needs
Expand or modify flows adapting to contact center needs easily using
built-in powerful tooling that facilitates in-depth change management using simple
natural language prompts. Powerful and easy to use.
Built-in granular controls allows dynamic customization across
multiple lines of business, as well as enterprise-wide deployments as required.
Process Automation
Empower self-service with intelligent Virtual Assistants
Ensure your customers always have quality support
Provide your customers access to 24/7 Banking service. Handle complex
transactions and priority requests without being dependent on human assistance
for time-sensitive requests.
Assisted self-service
Virtual assistants understand guidelines when human intervention is mandatory
and seamlessly hands off customers to the right advisors with full context
Quality Management
Meet your customers where they prefer
Deliver seamless omnichannel customer service through a unified
inbox that connects voice, email, chat, and digital channels while preserving complete
conversation history and case context.
ACTIONABLE INSIGHTS
Track how your team is performing in real time
Every operational metric is always synchronized and accurate no
delays, no manual data pulls.
Learn more about Findesk
