Your Optichannel Solution for Increasing Sales and Improving Customer Service
Provide your customers with top-notch care
LiveBank streamlines banking processes and enhances customer support by providing real-time service through the communication channel of the customer's choice.
Integrated communication channels with seamless switching between devices
Single sign-on; base communication on specific issues and interaction history to ensure continuity of the conversation and personalized support
Automatically routing cases to an available agent who specializes in the subject matter to reduce wait times
Remote collaboration tools to explain complex issues and help customers make decisions.
A short satisfaction survey sent after an interaction to show that we value customer feedback and to increase customer loyalty.
Provide your customers with top-notch care
LiveBank streamlines banking processes and enhances customer support by providing real-time service through the communication channel of the customer's choice.
Integrated communication channels with seamless switching between devices
Single sign-on; base communication on specific issues and interaction history to ensure continuity of the conversation and personalized support
Automatically routing cases to an available agent who specializes in the subject matter to reduce wait times
Remote collaboration tools to explain complex issues and help customers make decisions.
A short satisfaction survey sent after an interaction to show that we value customer feedback and to increase customer loyalty.
Replace on-site support with remote service channels
Support focused on problem-solvingand getting things done
LiveBank streamlines banking processes and enhances customer support by providing real-time service through the communication channel of the customer's choice.
Single sign-on
Exchange of Documents
Ready-made answers
Routing
Issue-Based Communication
Message history and notifications about incoming messages are just some of the solutions implemented as part of the project carried out in collaboration with Ailleron. The very positive feedback from our customers shows that we are on the right track, which also presents us with new challenges in terms of the product’s further development.
Jarosław Ścigała
Manager of the Contact Center Development Department at mBank
The Support You’ll Receive with the LiveBank Platform
Greater Satisfaction Through Comprehensive Support
Your customers use different devices, prefer different channels, and need support at different stages of their journey. With LiveBank, you can deliver seamless assistance, improve customer satisfaction, and drive better outcomes.
Omnichannel
Consistent, seamless communication with the bank across all channels
Smart Routing
Automatically route requests to the right teams based on priority, topic, and agent availability
Automation
Eliminatimg repetitive tasks with automated workflows, rules, and intelligent actions
Data Collected in One Place
Efficient service thanks to having all information and a complete history of customer interactions in one place
Reviews
Customer satisfaction is monitored by sending out a survey after a case is closed
Reduced Wait Times and Shorter Service Times
When support requests pile up, agents are unable to respond quickly to customers, and it takes too long to resolve issues – that’s when LiveBank really makes a difference.
Workflow Optimization
Multi-chat with up to three clients at a time
Competencies
Automatic referral to the best client advisor
Collaboration
Screen sharing, collaborative browsing, files, and a knowledge base for faster service
Smart Planning
Adjusting the number of agents to the projected workload through flexible scaling
Data-Driven Management
Tools for monitoring traffic and service quality to forecast workload and plan budgets
A Complete History of Interactions and Detailed Responses
Customers expect convenience, simplicity, and a sense of continuity. Agents need quick access to previous conversations and the context of the case
Complete Customer View
Get quick access to key information with a smart assistant that provides real-time suggestions
Smart Case Routing
Automatically route requests to the appropriate teams based on priority, topic, and agent availability
Less Manual Work
Eliminate repetitive tasks with workflow automation, rules, and intelligent actions
One View, Full Context
Bring data from multiple systems together in one place so you can analyze the situation and make decisions faster
Feedback That Drives Improvement
Collect customer feedback and monitor satisfaction levels to continuously improve service quality
AI-Powered Solutions
Secure, Real-Time Support for Advisors
It supports advisors in their daily conversations with clients, operating within the organization’s secure internal network. It includes two features – AI Helper and AI Prompter – that operate in an isolated environment, without the need to use public services. It ensures full control and data security and allows users to view the source material (e.g., terms and conditions) on which the response was based, which increases trust in the generated content.
Key Features
Audio and Video
LiveBank enables seamless real-time audio and video communication.
Asynchronous Communication
Intelligent Prompting (AI)
File Sharing
Call Routing
Conversation History
Mutual Screen Sharing
Customer Satisfaction Survey
Process Optimization
We Know How to Talk to Customers
Are you interested in the LiveBank communication hub? Our sales team is here to help.
