Trust at scale for banks, credit unions & insurers
Members and policyholders call about money — and they expect the security of a branch with the speed of an app. We engineer contact centers that verify identity fast, keep card data away from agent desktops, and hold up under examination.
Every call is a transaction. Every transaction is scrutinized.
Financial institutions run contact centers under pressures most industries never see — regulators on one side, fraudsters on the other, and a merger or two in between.
Identity verification friction
Callers repeat account numbers, PINs, and challenge questions at every handoff. Verification that protects the institution shouldn’t punish the member.
M&A consolidation
Mergers put two of everything on the same floor — queues, phone systems, teams. Customers should never hear the seam between institutions.
Regulatory scrutiny on every interaction
GLBA, PCI DSS, and state insurance rules touch every call, recording, and report. Manual compliance doesn’t scale to millions of interactions.
Fraud pressure on phone channels
The phone is now the fraudster’s channel of choice. Social engineering targets your agents as much as your systems — and both need defenses.
Engineered for institutions where trust is the product
Three solution areas do the heavy lifting for banks, credit unions, and insurers — routing that survives a merger, self-service that authenticates, and integrations that put context in front of every agent.
Contact Center
Webex Contact Center design and migration with intelligent, skills-based routing that consolidates brands, branches, and product lines into one queue plan — with callbacks instead of hold.
AI & Automation
AI IVR and virtual agents that authenticate the caller first, then complete the work — balances, payments, card activation and blocks — without a queue and without an agent.
Integrations
Core banking and CRM screen pop the moment a call arrives — account context, interaction history, and open cases in front of the agent before they say hello.
The workflows financial teams deploy first
Four blueprints from our library of 17 proven workflows show up in nearly every banking, credit union, and insurance engagement.
SLA Routing
Route by the service level each segment is promised — private banking versus retail, claims versus quotes — and prove it in reporting.
CRM Screen Pop
Account, case, and interaction history pop with the call, so agents verify and resolve without asking the caller to start over.
Outbound Dialing
Collections and renewal campaigns with pacing, list management, and every attempt and disposition logged for review.
Survey Application
Post-call surveys tied to the queue, the agent, and the interaction — so member satisfaction moves from anecdote to KPI.
Compliance is an architecture decision
Bolting controls onto a finished contact center is how findings happen. We design GLBA and PCI requirements into the call flow itself — before the first agent takes a call.
- GLBA safeguards — customer financial data protected across IVR, routing, recording, and reporting
- PCI DSS scope reduction — a payment IVR captures card data in-call, so it never reaches the agent desktop or the recording
- Call recording & retention controls — record what regulation requires, pause what it prohibits, retain on your policy
- Auditable access — role-based permissions, SSO, and change logs that stand up in an examination
Payments captured in the IVR keep card data out of agent screens and recordings — shrinking your PCI DSS audit scope instead of expanding it.
One bank merger. One queue structure. No lost context.
When New Hampshire Mutual Bancorp brought member banks together, we redesigned their Cisco UCCX environment around the combined operation — consolidating queues, adding intelligent routing, and popping account context to every agent.
- Separate queue structures carried over from each institution
- Agents answering calls with no account context
- Manual lookups stretching talk time on every call
- Reporting fragmented across the merging organizations
- One consolidated queue design across the combined bank
- Intelligent routing to the right team the first time
- Screen pop delivers account context with the call
- Reduced talk time and unified, better reporting
Contact Center migration
CFCU
A credit union’s member services moved to Webex Contact Center — cloud routing, queuing, and reporting on a single platform.
automation across customer & agent experience
Stillwater Insurance Group
Multiple automation projects across the operation — transforming how policyholders get answers and how agents get work done.
Bring branch-level trust to every call
Start with a no-obligation assessment. We’ll map your member and policyholder journeys, flag the compliance gaps, and show you the crawl-walk-run path to authenticated self-service.