32% drop in call abandonment
Designed and launched queue-busting with proactive messaging for a leading UK retail bank.
Financial Services & Banking
Redefining Banking and Insurance Customer Experience
From AI-powered call routing to Salesforce CTI integrations, we help financial services organisations reduce cost-to-serve, increase loyalty, and stay compliant in a digital-first era.
0%
Reduction in wait times delivered with queue-busting call-backs.
0%
Drop in abandonment for a leading retail bank.
0%
Inbound queries resolved by AI-enabled IVR.
The Challenges We Solve
Large-scale contact operations need to balance cost, regulation, and trust. We help financial services leaders remove the friction that slows growth.
Long call wait times causing customer churn.
Deploy intelligent call-back orchestration, digital queue updates, and channel shift journeys that reduce abandonment without adding headcount.
Siloed legacy platforms slowing down innovation.
Integrate IVR, CRM, and workforce tools through modern APIs so product teams can launch new services without disruptive rip-and-replace programmes.
High compliance and reporting burdens.
Design auditable, encrypted data flows with automated retention and reporting aligned to FCA, GDPR, and ISO standards.
Lack of real-time visibility across customer journeys.
Surface live dashboards that blend telephony, digital, and branch insights so leaders can act on bottlenecks as they appear.
Our Solutions for Financial Services
Consultants and engineers work as one team to deliver resilient customer journeys across contact centres, digital channels, and branch operations.
1Queue Busting & Call-Back Applications
Reduce average wait times by up to 30% while improving CSAT.
Orchestrate call-backs across voice, SMS, and web with workforce forecasting to keep agents productive and customers informed.
2AI-Driven Routing & Analytics
Ensure the right customer reaches the right agent at the right time.
Blend intent detection, sentiment, and value scoring so regulated conversations land with the best-qualified advisors.
3Salesforce & CRM Integrations
Deliver a single view of the customer across channels.
Build secure CTI connectors, automate knowledge sharing, and eliminate double-keying across Salesforce, Dynamics, and core banking platforms.
4Cloud Transformation
Migrate securely to AWS, Azure, or hybrid environments.
Modernise legacy IVRs and contact centres with resilience patterns that satisfy security, risk, and architecture boards.
5Real-Time Compliance Dashboards
Surface actionable insights for executives and compliance teams.
Provide live MI on disclosures, vulnerable customer handling, and call recording so you can evidence compliance in minutes.
Proven Results
Outcome-first engagements that deliver measurable impact within regulated environments.
£100K efficiency gains uncovered
Implemented real-time analytics that identified automation and optimisation opportunities across operations.
40% of inbound demand handled by AI
Deployed an AI-enabled IVR that resolved authentication, balance, and card queries before they reached agents.
Why Work With Us
We combine strategic clarity with hands-on delivery so financial institutions can modernise safely.
Trusted by leading banks & insurers
Experience across UK, EU, and APAC institutions navigating complex governance and multi-market delivery.
Ecosystem partnerships
Certified relationships with Avaya, Salesforce, AWS, and Azure to accelerate secure integrations.
Consultancy + engineering in one team
From vision to production support, we embed outcome-driven squads that measure impact from day one.
Financial Services FAQs
Answers to the questions compliance, operations, and CX leaders ask us most.
How do you ensure compliance in regulated industries?
We design secure, auditable systems with encryption, role-based access, and automated retention aligned with FCA, GDPR, and ISO27001 requirements. Compliance teams are embedded in every sprint review.
Can you integrate with our existing Salesforce or Dynamics CRM?
Yes. We specialise in Salesforce CTI connectors, data orchestration, and bi-directional integrations with Dynamics, ServiceNow, and core banking platforms without disrupting live operations.
How do you measure success?
Every engagement links KPIs to business outcomes—reduced handling time, improved CSAT, higher digital containment, and documented cost savings that finance can verify.
What makes you different from Sabio or ATOS?
We’re more agile, outcome-driven, and cost-efficient. Strategic consultants and engineers form one squad so you move from discovery to deployed capability faster.
Supporting Statistics
Evidence from global analysts underpins our approach to financial services transformation.
0%
Financial services executives say CX is their #1 differentiator.
Accenture
0%
Of banking queries can now be automated through AI.
McKinsey
0%
Higher retention achieved by CX leaders in banking.
Aberdeen Group
0%
Cost reduction from migrating to cloud contact centres.
Deloitte
Ready to modernise your customer experience?
Book a CX workshop to identify high-impact automation, compliance, and service opportunities tailored to your banking or insurance operation.
Book Your CX Workshop Today →