The big changes we are seeing in the realm of customer engagement have to do with inevitable trends becoming immediate demands. Whether the need is reaching customers over the digital channel for the first time or automating and streamlining processes to improve efficiency and maximize productivity, the global health pandemic has been the midwife – if not the mother – of the fast-changing technology landscape we live in today.
“Meeting customers where they are” has been a rallying cry for customer engagement specialists for years. And as the number of channels grows, more companies are offering new solutions that provide easy-to-use, secure, and compliant ways for businesses to more comprehensively engage with their customers and clients.
One company in this space is Revation Systems. A Minneapolis, Minnesota-based firm, founded in 2003, Revation recently partnered with fintech and regtech solution provider Computer Services Inc. (CSI), who will offer Revation’s LinkLive Banking platform to community banks. LinkLive Banking provides regional and community banks, as well as credit unions, with key capabilities such as digital messaging, AI-powered chatbots, voice and video communications, and the ability to move seamlessly between physical and digital channels.
“Given the remote work demands of COVID-19, LinkLive Banking empowers our banks to provide a world-class customer experience while taking precautions to protect the health and safety of their employees and customers,” CSI Group President of Enterprise Banking Giovanni Mastronardi said. “Together with Revation Systems, we’re providing the innovative technology necessary to increase customer satisfaction and reduce friction in the customer journey.”
In addition to its messaging, chatbot, voice, and video functionalities, the platform also provides secure desktop sharing and encrypted email. LinkLive Banking leverages AI to power service chatbots with keyword recognition and the ability provide fast, automated responses to common banking queries. The video banking capabilities, announced in August, are the most recent addition to the platform.
“We are extremely excited about utilizing LinkLive’s video banking features as we seek to improve our member experience,” United Educators Credit Union CTO Dennis Griesgraber said. He noted that the new feature integrated not only with the LinkLive contact center the credit union used, but also with the institution’s digital banking platform. John Eyre, Assistant VP of Information Technology at TAPCO Credit Union underscored the technology’s value for enhancing communications among employees, as well. “LinkLive’s video banking feature will not only enhance the interactions between our members and representatives, but will also help improve communication among our own staff internally,” Eyre said.
Active in the healthcare vertical as well as financial services, Revation has more than 400 customers using its LinkLive Banking platform, representing more than 100 million digital banking customers. Adding the video banking component, Revation notes, requires only a few configuration changes to the LinkLive platform, and does not require the customer to download an app or manage a separate communications account to participate in video banking.
Perry Price, Revation CEO, echoed the now-common wisdom that the pandemic has accelerated pre-existing, if not inevitable technology trends. He noted that while adoption of video banking before COVID-19 had been a “long-term goal,” the onset of the crisis had turned those goals into “urgent” priorities.
Featured in CIOReview’s Most Promising FinTech Solution Providers for 2020 this spring, Revation is scheduled to make its Finovate debut next month at FinovateWest Digital. To learn more about our upcoming, all-digital event and how to watch Revation’s technology in action, visit our FinovateWest Digital hub.