New York and London; January 12, 2022 – CIA Omnigage, the multi-channel communications company, and Singletrack, the capital markets engagement platform, today announced a partnership for capital markets, delivering an integrated solution such that calls and voice-to-email blasts made via CIA Omnigage are automatically captured and logged in Singletrack CRM.
Enabling this automatic data capture means that mutual clients of the two firms can more easily track these interactions, alongside others such as emails and meetings, producing a full picture of activity with their customers without having to manually log the interaction. This is essential if the customer is operating under MiFID II rules, and vitally important for any firm wishing to understand how they are servicing their clients.
“CIA Omnigage has been supporting users in the financial industry for 24 years. We initially provided blast voicemail for research analysts on Wall Street and we quickly became the provider of choice by firms globally. We expanded our suite of services to include a range of other solutions to enhance client communication strategies for our end-users. Through our partnership with Singletrack, our integrated communications services are significantly more valuable to clients as interactions are automatically logged in a CRM,” stated CEO Joseph Vaccarella.
“Singletrack is committed to constant improvement of the service we provide, and this partnership with CIA Omnigage makes our clients’ lives easier by removing the necessity to log calls and call-to-emails. This ambient data capture is another step on the journey to data driven advisory, where digital transformation will yield deep customer behavior insights for our clients to better understand customer needs and improve service levels,” said CEO Stuart Berwick.
About CIA Omnigage
CIA Omnigage specializes in communications technology for the financial sector. Its unified platform is supported by a global infrastructure that delivers click-to-dial, voice/SMS/email blast, conference calling services and virtual event solutions. The firm delivers secure and reliable communications services to capital markets professionals to enable efficient client interactions that adheres to an increasingly demanding regulatory environment. CIA Omnigage supports its technology with first-class customer support ensuring its users gain the most value from the service.
Singletrack is the #1 CRM for leading independent banks and research providers. With offices in London and New York, and over 50 clients around the globe, Singletrack is leading the way in capital markets engagement and research management.
In Part 2 of Client Instant Access’s thought leadership series on how firms can elevate multi-channel customer engagement, we examine how to optimize workflows, even amidst unpredictable circumstances like the ongoing COVID-19 pandemic.
As firms across financial services, healthcare, education, and other industries continue to work remotely – and with many already considering implementing work from home policies longer-term – multi-faceted and secure resources like webinars, blast voicemail, conference calling, integrated dialer and SMS capabilities, provide the efficiency and peace of mind in what has quickly become a heavily-saturated and hectic communications environment.
Communication Remains Critical in Crisis
Business Continuity will cease to exist for most firms if they do not have the platforms, tools, and systems in place to combat workplace inefficiencies. With a solution like Omnigage, designed with a secure and compliant infrastructure, the tools you need can be integrated within your CRM and deployed overnight so your firm can remain in touch and productive through any crisis.
While blasts are excellent for keeping teams up to speed and distributing service updates to customers, direct communication is equally as important. Omnigage can dial any number in the world while protecting employees’ personal numbers and tracking communication without the use of a PBX. This can be a particularly valuable tool in the banking sector, where analysts can record messages and share with their sales team, who then have the option to leave a personalized message from the analyst when calling client lists.
Due to the accelerated communication contingency issues that arose during the COVID-19 outbreak, Client Instant Access experienced a 75% increase in business in March alone. This not only demonstrates the increased demand for multi-channel communication solutions during a crisis but also Client Instant Access’s ability to rapidly deploy these tools anywhere in the world, at any time. With our state-of-the-art Omnigage platform, remote work has never been easier.
Never Lose Momentum
Working from home is the perfect opportunity to use new communication platforms and connect with co-workers in different ways. Multi-channel communications systems can keep you as engaged and involved as you would be in the office. With all meetings and events now happening in a virtual environment, Client Instant Access has provided a polished and secure atmosphere for thousands of board meetings, Q&A sessions, and business pitches for professionals that would normally occur in-person.
Even communication among team members has become more valuable than ever before. Tools like a built-in team inboxes empower remote workers to collaborate over email and SMS about customer conversations with team members.
For the financial sector specifically, Client Instant Access has helped ensure business continuity for the corporate access sector, allowing leading banks to connect investors with management teams virtually since roadshows and in-person conferences are no longer an option. Whether you’re using conference calling and webinar services, blast voicemail, email, or SMS to connect with clients and co-workers, Omnigage ensures workplace productivity and business continuity.
A loss in productivity means a loss in business momentum. The struggle to rejuvenate workforce efficiency can be an arduous journey but with a secure and proven communication foundation in place, not only are relationships elevated but the confidence in the tools provided is unmatched.
With employees away from their desks, traditional telephony has become upended. Using a modern cloud solution for calling is the solution.
By employing a platform that optimizes workflows, keeps your data secure, and ensures that your firm is ahead of the compliance curve, you are adding a layer of efficiency to what may be a challenging time for many.
Joe Vaccarella, CEO and Founder of Client Instant Access examines how the dynamics of multi-channel communications have been impacted since the outbreak of COVID-19 pandemic and how this will alter the landscape for technology and cybersecurity moving forward.
What are some of the communication challenges firms across the financial sector have faced during the COVID-19 pandemic?
With nearly everyone in the global financial sector working from home due to the Coronavirus pandemic, secure and streamlined communication solutions have never been more vital. Companies have been forced to rely on alternative resources for meetings, earnings calls, and customer communication. There’s an immeasurable layer of cybersecurity and protection that these platforms must provide clients in the unpredictable climate. Conversations with clients and co-workers are vulnerable to hi-jacking and other disruptive behaviors when they are not streamlined on a secure and trusted platform, as we’ve seen with a number of other providers.
A system that provides integrated and flexible capabilities through voice, email, SMS/MMS, and phone will be a major asset to firms not only with clients but internally as well. Finding a system that can be quickly deployed, while addressing cybersecurity threats and compliance parameters will be the difference between business continuity and business failure.
What are some key features that should be encompassed in a reliable and secure multi-channel communications platform?
Security and compliance have to be the top priority. Although regulators like the CFTC have loosened some of their regulatory parameters on working remotely, security around communication channels needs to perform at optimal levels to ensure that customer information and data is not compromised.
As far as specific capabilities, customers are still for the most efficient way to deliver messages with a personalized touch. Multi-channel communication platforms should offer state-of-the-art conferencing, dialing and messaging services that can connect users globally. All services should complement one another, whether it be for voice, SMS, or email blasts. A good platform will offer solutions that seamlessly integrate with CRM platforms already in place in under 24 hours and foster a customizable, advanced alert system.
A platform that is well-equipped and trusted will foster long-lasting relationships and provide the security and efficiency of automation with the attention to detail they would get from working in-person.
In the long-term, how will the pandemic impact how financial institutions approach communication technology and the surrounding cybersecurity protocols?
As more robust and secure communication tactics and strategies come into play during this pandemic, working remotely is slated to become the new normal. We have slowly seen Fortune 500 companies and institutions such as schools, churches, hospitals, and more take advantage of multi-channel communication technology and financial institutions are having to adapt quicker than normal.
Reliable technology and communication solutions like CIA’s Omnigage that can connect with client relationship management systems make all the difference right now. This transition to consistent, remote work will be aided by these tools and we expect this shift to continue in the years ahead. As communication methods become more sophisticated and the banking and capital markets landscape becomes more electronified, more of the workplace will embrace the work from home lifestyle and it will all happen under unified and nimble communication channels.
This article was originally published on Markets Media.
The COVID-19 pandemic has forced professionals from industries that range from finance to healthcare and pharmaceuticals to work remotely. Client Instant Access’s multi-channel communications solutions have been a pivotal element in the business continuity of many of these firms during that time. CEO Joe Vaccarella and CTO Michael Morgan spoke with Mergermarket fintech reporter Yizhu Wang about how CIA is addressing everyday technology hurdles that firms are facing and how the business has grown as a result:
- In March, CIA saw a 75% increase in the usage of its communication products, up from about 25% in January and February
- 900 new users across product lines from existing clients
- 40 new organizations in government, education and the financial industry
Read the full article in MergerMarket.
By Client Instant Access & Tier1 Financial Solutions
Technical advancements are helping foster better relationships between clients and institutions – as long as there’s not a break in the communication process, that is. While firms need to stay ahead of the innovation curve, even more importantly, they have to ensure that the communication ball is not dropped. In today’s market environment, the case for this has never been stronger.
Fortunately, Omnigage and Tier1 have created an environment that allows institutional banking and capital markets professionals to seamlessly communicate. So whether you are on the go or working from your desktop, Omnigage’s Click-to-Dial integrated with Tier1’s core relationship management solution (CRM) is creating a more collaborative ecosystem that addresses the pain points that have existed for many in the industry.
This unified communication channel comes at a good time. With the financial sector undergoing rapid structural and regulatory change, the channels by which market participants engage are also evolving.
Customers desire the security and efficiency of automation with the personal care they would get from working with an individual. These can go hand-in-hand when done right, as well as provide the protection and privacy that makes all the difference for clients when handling new messaging platforms.
Tier1 and Omnigage have engineered flexible solutions that fit the needs of clients, while seamlessly integrating into their environment, providing the ability to manage contacts, organize voice messaging, emails and texting, and leverage data.
Building Stronger Relationships
The insights that data can deliver are true business differentiators and so, while the process of cleaning your data is seamlessly a nuisance, the ability to accelerate your workflow and drive revenue growth is a great trade-off.
Weeding through spreadsheets is inefficient and data is often lost in the process of being exchanged across an organization, hampering the ability to develop healthy relationships with clients. Prime brokerage operations, in particular, have felt this pain.
Spreadsheets cannot replace industrialized, built-for-purpose communication systems. When firms spend most of their time attempting to match disparate client information that has not been properly updated in a system, client responses can go unattended. Omnigage’s multi-channel communications platform paired with Tier1’s flexible, purpose-built management solutions ensures customer messages never go unattended and opportunities are not missed.
The Power of Improved Messaging
A unified system fosters a more collaborative environment, allowing partners and clients to communicate easily and frequently. This style of streamlined communication will ultimately lead to more innovative ideas in the banking, capital markets and regulatory landscape that is continuing to transform. Clear communication in the workplace means fewer missed messages and – as a result – more revenue-generating opportunities.
A streamlined communication environment allows sales, research and trading desks to exchange ideas and work efficiently to ensure that client deliverables don’t fall through the cracks. The marriage of Omnigage with Tier1 allows customers to quickly generate calls, notifications, SMS, blasts and email without even having to leave the client dashboard.
As regulatory oversight continues to increase, markets become more automated, and communication methods become more sophisticated, it’s imperative that firms eliminate inefficiencies that may have a detrimental effect on client relationships. After all, a robust multi-channel communication network may be the difference between a new relationship and a lost one.
About CLIENT INSTANT ACCESS, LLC
Client Instant Access, LLC was founded in 1997 and is headquartered in Parsippany, N.J. Our state-of-the-art dialing, messaging and conferencing services have made us a leader in the telecommunications industry, and we are the provider of choice on Wall Street and for financial institutions around the world. Co-founder and CEO Joe Vaccarella has over twenty years of conference calling and messaging experience, while the rest of the seasoned senior management team boasts over fifty years of diversified telecommunications experience. CIA employs approximately 100 professionals and maintains a 24-hour on-site conference calling and customer service support center to meet our clients’ needs. We offer the fastest, most productive and reliable systems available in the marketplace to a wide variety of industries. We also provide detailed reporting, feature-rich options, compliance tools and database management resources that rival other companies’ much more expensive Customer Relationship Management (CRM) systems. If your company wishes to integrate our services into an existing platform, we have developed a robust Application Programming Interface (API) that accomplishes this with ease. At CIA, we look forward to innovatively helping our clients meet and exceed their business goals.
ABOUT TIER1 FINANCIAL SOLUTIONS
Tier1 Financial Solutions is a leader in global relationship management software for the financial industry. It empowers its clients to increase productivity, reduce relationship risk and enhance customer ROI. Tier1 augments the Salesforce platform with a capital markets grade security engine, coverage management and accelerated web and mobile workflows to support the unique requirements of Capital Markets, Corporate & Investment Banking and Investment Management professionals. Trusted by more than 19,000 users worldwide, its flexible, scalable solutions empower collaboration, transparency and communication across the institutional financial ecosystem. In 2017, Tier1 Financial Solutions received significant equity capital to accelerate growth from a group of investors led by WaveCrest Growth Partners with participation from MassMutual Ventures and Salesforce Ventures. For more information, visit www.tier1fin.com.