Technology Record - Issue 25: Summer 2022

122 F E ATUR E We asked a selection of Microsoft partners about how they are helping financial services organisations to deliver exceptional customer experiences that drive loyalty Partner perspectives “Many banks and insurance companies are putting bots at their customer service front row, embracing a shift left strategy. For automated customer service, the true challenge isn’t creating bots – it’s actually rather easy now, for example with PowerApps. To really add more value Anywhere365 has taken a very different angle on dissolving the shift-left challenge. Key to our approach is that we start with data, not end points. We have built deep integrations into leading CRM systems, such as Dynamics365 and ServiceNow. In this way, we can provide bots with contextual information, so that a voice bot can ask: “Are you calling about the letter that you received last week?”. This massively impacts the customer experience, increases valuable dialogue and service centre productivity.” “Banking-as-a-service (BaaS) and embedded finance are revolutionising financial services. Technology advances in open banking have made it possible for merchants, fintechs and retailers to distribute banking products. With BaaS, brands like Walmart, Shopify and Microsoft can embed personal or business lending capabilities within their own platforms, with banks underwriting and servicing these loans behind the scenes. A small business that uses Microsoft Dynamics 365 for sales, financial and supply chain management can make and receive payments, access highly personalised and timely trade financing, or offer customers special lending rates with quotations to help close an opportunity, all within Microsoft Dynamics. Platforms like this will become more relevant and valuable to the daily activities of customers, increasing loyalty as a result of anticipating and meeting customer needs.” “As our partnership grows, Zafin built on Microsoft Cloud for Financial Services brings exceptional customer experiences and solutions through more relevant and personalised offers to customers and businesses. By simply configuring products and their pricing on Zafin’s platform, banks remove their dependency on their legacy core systems for product and pricing creation and distribution, reducing millions of dollars in costs, months of work, and the need for deep technical expertise. Financial institutions and their employees are empowered with actionable insights to launch new products and offers in hours ensuring compliance with regulatory requirements and providing customers financial package options that currently only niche fintech players are able to provide.” Angus Ross Chief Revenue Officer, Banking as a Service, Finastra Gijs Geurts CEO, Anywhere365 Chris Dickin Executive Vice President of Ecosystem and Product Marketplace, Zafin

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