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Waterfield Technologies and Voxeo Enter into Partnership

By Anil Sharma
TMCnet Contributor

Voxeo (News - Alert) and Waterfield Technologies, a leading provider of customer service solutions, have announced solution to address top challenges facing financial institutions.

This pact is expected to transform the way banks and credit unions interact with their customers in five major areas to improve customer retention, competitive positioning and profitability.

"Focusing on customer loyalty and engagement has always been key to successful revenue growth for companies; however, the current economic pressures facing banks and credit unions across the country has amplified the importance of these initiatives," said Anne Bowman, chief customer officer at Voxeo, in a statement.

Bowman said that banking customers are more likely than ever to switch their primary bank, creating a huge need for the industry to hone communications efforts that lead to increased loyalty.

Waterfield has joined the Voxeo Connect partner program as a Certified Partner to offer expertise building and deploying solutions for financial institutions.

Officials with Voxeo said that together the companies plan to deliver advantages in key areas such as: customer experience improvements; proactive customer care; integrated business intelligence; self-service administration and simplified security and regulatory compliance.

John Marino, president at Waterfield Technologies, said that industry analysts acknowledge Voxeo as a leading provider of IVR and multi-channel self-service. To that, Waterfield adds many years of financial services experience and pre-built interfaces to most of the common core platforms utilized throughout the industry.

“The combined solution positions our customers to take advantage of the latest technologies to build stronger, more profitable relationships with their customers and better compete for new customers," said Marino.

Denny Adams, director of channel sales at Voxeo, said that institutions that view their contact centers and services as a cost of doing business will struggle in a market where the source of differentiation has shifted to the customer experience.

“We're partnering with Waterfield to help financial institutions uncover opportunities to improve customer loyalty, drive more revenue and achieve bottom-line costs savings," said Adams.