Over 600 banks and credit unions in the US are now leveraging LinkLive, Revation Systems‘ digital engagement platform, to offer a modern customer experience to their clients while enabling deeper customer engagement.
According to Statista, the momentum for consumers to embrace digital banking has continued unabated, jumping from 61.3 per cent in 2018 to over 65 per cent this year.
Likewise, Digital First‘s banking tracker found that 78 per cent of American consumers now prefer to bank digitally over legacy systems; a transition the figures largely attribute to the worldwide pandemic.
As a result, financial institutions are working to keep up with consumer expectations by combining technology and the human touch to provide better customer experiences. Indicative of this trend, 180 of Revation’s 600-plus financial customers have signed on in the last 24 months alone.
Customers include Newburyport Bank, First Republic, South State Bank, Columbia Bank and SalemFive.
Revation Systems provides a digital contact centre as a service (CCaaS) platform for highly regulated industries.
LinkLive, the company’s flagship CCaaS platform, is purpose-built for banks and credit unions to meet the growing demand for highly secure digital communications with their customers, business partners, clients, and employees.
“Revation designed and built LinkLive to address the specific security, customer engagement, and digital interaction needs of today’s banks and credit unions – balancing innovation and a modern engagement model with the highly regulated security requirements of today’s banking industry,” explains the company’s CEO and co-founder, Perry Price.
The platform unifies channels like secure messaging, voice, SMS, file sharing and co-browse in a centralised, cloud-based experience.
In addition to unifying digital channels, LinkLive’s artificial intelligence (AI) features streamline agent experiences, reducing workloads for less critical tasks to allow agents to focus on more complex customer support challenges.
“LinkLive is the result of our exceptional industry focus, continued product innovation, and years of collaboration with our banking customers that allowed us to reach this significant milestone in our company’s history,” continues Price. “We are thrilled to continue our journey as we focus on new challenges and opportunities that our customers bring to us as a part of their rapid digital transformation.”
LinkLive is currently integrated with digital platforms and is custom configured to specific digital engagement and customer service use cases.
Laurie Aspinwall, assistant vice president and service centre manager at Newburyport Bank, added: “The company’s focus on innovation in contact centre technology is exciting and we know that we can rely on them to help us continue to improve our digital customer service. With LinkLive and Revation, we know we can always count on stellar service and innovation.”