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Remember the Golden Rule? It goes a little something like this:
Those with gold rule.
We’ve looked at modern communications in many industries over the years, including healthcare and the government. This time, our subject is finance, and the unique ways modern UCaaS and CCaaS solutions can benefit those organizations.
Like other industries, financial companies need to maintain high trust and security, both internally and externally. Lives may not necessarily be on the line, but money is. Investments in communication and customer experience are well worth it.
Security is a major issue for financial institutions. Customers are putting a huge amount of trust in these companies in the form of money. They expect that money to be locked behind robust security. Furthermore, they expect instant access to their accounts, quick answers to questions, and personalized advice. 
Teams within the organization also need constant communication across locations. For global financial enterprises dealing with time zones and foreign exchange rates, this is even more important.
A modern bank, insurance company, or investment firm needs technology to maintain secure communication channels both internally and externally. This technology needs to also be scalable and flexible, capable of supporting a multitude of users and possibly a hybrid workplace.
Most of all, their technology needs to be cost-efficient to maintain both a budget and appearance. No one’s going to trust a financial institution that wastes its own money.
Unified communications as a service (UCaaS) solutions combine voice, video, messaging, and collaboration tools on one secure, cloud-based platform. It’s streamlined and consolidated, as communication ought to be, reducing stress and costs alike.
Modern UC platforms are built with encryption in mind. They keep data behind a tight lock both at rest and in transit. This keeps integral data as safe as possible, compliant with various standards like FINRA, and utterly transparent with audit trails.
For an institution handling more money than a human can reasonably count to, security features like those found in Cisco Webex and Microsoft Teams are essential.
Then there’s operational efficiency. Global financial enterprises require the ability to collaborate in real time with trading desks, risk management teams, and client advisors across mountains, oceans, and most importantly time zones. Modern UC platforms enable just that.
With a full suite of collaboration tools, users can have high-impact strategic meetings across any distance. The single-platform approach also means they’ll have access to the same data no matter their location, including audits and information from CRM systems.
Finally, scalability adds a layer of cost-effectiveness. Entirely cloud-based, these systems make it easy to add and remove users, keeping up with volatile periods without breaking the bank.
Though these aren’t very common anymore, given cultural shifts and new regulations, financial companies looking to maintain a remote or hybrid work environment can use this to great effect.
By consolidating communication channels and reducing overhead, UC solutions help financial organizations maintain a lean, agile operation while projecting the fiscal responsibility their clients expect.
Contact center as a service (CCaaS) is the other half of the equation. These solutions are often also labeled customer experience (CX), a term expanded to include cloud-based technology that assists customers beyond a contact center.
Whatever name they go by, these CX solutions cover every channel, from voice to chat, emails, and social media. They allow customers to interact with the organization however they would like, making it easier to personalize the experience.
It's this modern, tailored approach that really wins trust. You want a potential customer to trust your company with large sums of money? You’ll have to show it to them, and CCaaS solutions are the perfect vector for that.
Intelligent routing connects the right agent to the right customer, while CRM integration makes sure those agents have access to all the data they need in real time. On top of that, the best CX platforms make use of automation to make more rudimentary interactions take less time and cause less headaches.
Whether it’s guiding a client through a mortgage application or assisting with investment portfolio adjustments, CCaaS ensures that every interaction is informed and efficient. By combining security, personalization, and flexibility, CCaaS helps financial institutions deliver the responsive, high-touch experience that today’s clients expect while maintaining operational efficiency.
Let’s look at some more specific examples of how UCaaS and CCaaS benefit financial organizations.
These examples show how modern communication platforms improve efficiency while strengthening trust and compliance in every interaction.
UCaaS and CCaaS are upgrades that go beyond optional. In a sector where trust, speed, and security define success, these solutions provide the foundation for better collaboration and exceptional customer experience.
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With Continuant Connect and the Continuant Connect Contact Center (C4), we provide businesses in the finance sector with all the benefits of UCaaS and CCaaS, just like we did for our friends at Intrust Bank.
Ready to build an environment that makes bean-counting more efficient and trustworthy? Schedule a discovery call with us to get started.