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Financial Services & Regulated Industries
Customer service technology that passes security review the first time
Credit unions, banks, insurers, health plans and utilities answer to auditors as well as customers. Mergers, new locations and system conversions land on the contact center first. I help regulated organizations choose contact center, voice and network providers that fit their systems, their compliance requirements and their customers.
The problem
What usually brings people to this page
A merger left two phone systems and two sets of carriers
We consolidate onto one platform and one set of contracts, and clean up the duplicate services along the way.
Customers wait on hold for routine requests
AI virtual agents can securely handle balance, claim status, billing and account questions, so staff take the conversations that need a person.
Locations were connected one site at a time
We map every location, contract and renewal date, then plan a network that is easier to secure, manage and budget.
Who I work with
Industries where the stakes on every call are higher
Credit unions and banks
Member and customer authentication, core integration, and service that keeps pace with new branches and mergers.
Insurance and health plans
Enrollment and renewal season peaks, call recording and privacy requirements, and claim-status questions that AI can answer.
Utilities and public services
Outage and storm call spikes, payment lines, and self-service that keeps customers out of the queue.
What you get
What the engagement includes
- Review of contact center, voice and network contracts
- Requirements that include system integration, authentication and call recording
- A shortlist of platforms used by organizations of your size and industry
- AI virtual agent and agent assist scope, with containment targets
- Oversight through migration and go-live
Do you understand compliance requirements in regulated industries?
Security, authentication, recording and data-retention requirements are part of the written requirements from day one, and your compliance team reviews them before any demo.
Can you work with our core or line-of-business systems?
Yes. Integration with your core, policy, claims or billing system is one of the first things we check, because it decides which platforms make the shortlist.
Is the bill audit available to us?
Yes. It is free and covers voice, data and circuit invoices across every location.
Related
Other ways I help
Contact Center & CX
CCaaS selection, routing, workforce management and AI agent assist, from requirements through go-live.
Read more →Managed Network & Wi-Fi
Wired, Wi-Fi and security designed, installed and run by one provider for a monthly price, compared with what you run today.
Read more →Connectivity & Telecom Bill Audit
A free review of two recent invoices to find charges for services you no longer use, plus SD-WAN, SIP and circuit planning.
Read more →Start with a 15-minute call
Tell me what your phones, contact center or AI tools cost today and what is not working. I'll tell you whether I can help, and if not, who can.