Orbit is the new ‘intelligent interaction’ solution that is revolutionising communication and payments management for financial organisations around the UK. Launched in October 2016, it provides a familiar interface to manage online chats with customers - specifically designed to enable financial institutions to make contact with customers more easily, and to facilitate a speedy payments process.
Over the last few years, online communication has taken over from phone calls, to the extent where people typically now prefer not to speak on the phone at all - especially the younger generation. So while call centres, and later multimedia contact centres, have been the norm for many years - the most popular form of interaction is now via 'chat' using a variety of messaging apps, and in most cases where the customer is communicating via a mobile device. Which is why Orbit Interaction has been developed - click the link to find out more.
This familiar means of communication, via a chat window with left and right hand speech bubbles, is now used for everything from SMS and iMessage to the likes of What'sApp, Kik and Facebook Messenger. Making it ideal for contact centre agents as it is familiar and efficient, and allowing them to communicate with customers in a way that also suits them - whether the conversation is initiated via SMS, web chat or even email.
Orbit Intelligent Interaction was recently implemented by a major financial firm that specialises in credit cards for low credit score individuals. Across 50 agents, they have already seen a positive response rate increase of 33% over previous performance.