Taking an innovative approach to
online services, Indian technology systems and services vendor
Infosys Technologies has launched Finacle Advizor, a product aimed
at bridging the gap between the self-service and branch
channels.
Finacle Advizor, the company says, adds a
human touch to the self-service channel by enabling customers to
interact with a bank representative who can help with transaction
assistance and provide advisory functions using existing internet
banking capabilities.
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Haragopal Mangipudi, global head of Infosys’
Finacle division, explained that Finacle Advizor enables banks to
offer high-touch, personalised and interactive services to
customers.
“It significantly increases operational
efficiency at a fraction of the total cost of ownership,” said
Mangipudi.
The solution, he added, can also assist banks
reach unbanked and remote populations by enabling human
interactions through self-service kiosks.
Infosys claims the patent-pending Advizor
provides the “middle path” banks have been seeking between the
low-cost, self-service channel and high-touch service capabilities
at the branch.
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By GlobalDataThe self-service channel, argues Infosys,
allows banks to expand services and geographical footprint
economically, but lacks the assurance of human interaction and
personalised services.
The self-service channel also affords very
limited scope to capture a customer’s banking preferences which in
turn leads to lost right-selling opportunities. The branch, on the
other hand, provides the best potential to build relationships,
understand the customer and develop future business but it involves
high capital expenditure, limited geographical reach and high cost
of customer acquisition and service.
Finacle Advizor facilitates human intervention
in interactive sessions through co-browsing – a process in which
several people access the same webpages at the same time – video,
audio and data communication.
To enable this, Finacle Advizor makes use of
triple-play technology which enables internet, television and
telephone connectivity over a single internet broadband
connection.
Finacle Advizor is available on the Microsoft
platform.
