An American multinational investment bank and financial services company needed a solution for analysts and sales to disseminate data. With workforces away from their office desk and working from home, interacting with customers has changed. Employees need to BYOD without losing privacy and call logging.
A CTI that natively integrates into Salesforce that can be leveraged within the organization’s custom data hierarchy. The CTI provides an SDK for leveraging events for customizing workflows, such as when a call completes, automatically populating fields of the call report.
Employees were able to use their phones without sacrificing privacy and ensure that call logs were recorded in real-time. Analysts were able to securely share content with sales while ensuring compliance.
With the first half of 2020 behind us, we find ourselves in the midst of a watershed moment in financial services. When approaching customer communication and data management, security has become the top priority for firms across the industry, with most accepting that remote working conditions will be the norm for the foreseeable future.
As we enter what we hope will be a less turbulent half of the year, companies will need to rely on proven multi-channel communication solutions to ensure that business initiatives and client interactions are seamless and, more importantly, in a secure environment.
Entering Virtual Reality
One of the most palpable changes across the financial landscape has been the transition from in-person meetings and conferences to virtual interactions, which initially created several data security and compliance issues.
According to a recent Greenwich Associates study, nearly 60% of institutional investors believe that large in-person events and conferences will not resume until sometime in 2021. That means financial services firms will need to have the proper protocols in place for virtual corporate access roadshows, large-scale earnings season conference calls, and one-on-one communications with customers. Detailed and accurate reporting, audit trails, compliance workflows, and data integrity are some of the key areas that many firms will also need to address if they haven’t already.
Innovation in Cybersecurity and Communications Technology
In this new ecosystem of work habits and behaviors, multi-channel communication providers must adjust their solutions to address data security concerns and ensure that everything falls within compliance parameters. According to a recent research report by Celent, expectations for a flexible fintech solution have exponentially increased IT budgets and financial institutions are beginning to adjust accordingly as digital technology plays a more central role in business continuity.
Over the past few months, there have been numerous stories of data breaches on unsecured conference calling solutions, partly because data has not been stored properly. Data gathered through voice, SMS, and email is often stored in a separate, standalone system, leaving information scattered across different locations. Not only does this increase the risk of losing data and creating more information disparities, but it also opens up the potential for more security liabilities.
While data breaches continue to make headlines regularly from popular and well-known multi-channel communication platforms, flexible, secure technology cannot become an afterthought.
Fostering a Productive Remote Workplace
During these times of uncertainty, technology should be a reliable constant. Having the right tools that can be deployed quickly can be the difference between a new client relationship and a lost one.
Since COVID-19’s emergence, cloud-based software platforms that provide integrated communication tools have experienced a drastic uptick in business, particularly those with virtual event-hosting capabilities. Multi-channel communications platforms are redefining the client-customer relationship by unifying CRM systems to optimize workflows and increase collaboration.
Right now, businesses must focus on maximizing the functionality of their relationship management tools in the pursuit of generating high-value, long-standing relationships in a post-pandemic world. First-class support for inbound and outbound messaging has moved from a luxury to a necessity, and adopting an environment that puts this first will generate longer-term success and greater revenue opportunities.
The Office of the Future
As the COVID-19 pandemic continues to linger, the work from home lifestyle is becoming more commonplace. According to a survey from 451 Research combined with analysis from S&P Global Market Intelligence, two-thirds of polled businesses anticipate long-term work from home policies to continue in a post-pandemic world. The Coronavirus pandemic has demonstrated that remote working policies can be effective and efficient with the right tools in place.
Our software development team has been taking advantage of distributed working for over five years. We utilize the same multi-channel tools for internal collaboration, such as daily stand-ups and email distribution, to communicate operational changes to customers. Multi-channel solutions keep momentum flowing, office culture alive, and above all else, bolsters productivity.
These past few months have been trying times for many businesses and workplace dynamics, but it doesn’t have to be. Outsourced technology that ensures business continuity can no longer be just a consideration. It will surprise you just how little you miss the office space when everything you need to communicate and work efficiently is found under the umbrella of one multi-channel communications solution.
With vast amounts of data being created, exchanged, and stored in different locations each day, companies must rely on the integrity and security of their multi-channel communication tools and data networks to ensure data and customer information is protected. Due to complexity and fragmented tendencies in data management practices, it can be challenging for businesses to implement robust data security. So how can this be simplified?
A Unified Solution
As data environments become more populated, organizations tend to add a number of different security tools to their already dispersed data. This can result in the inverse outcome of what they were trying to achieve – adding to the complexity and increasing the risk of data breaches. By minimizing the number of tools in play and employing a cloud-based client engagement platform, businesses have a much smoother path to simplifying their data security.
CIA Omnigage has already simplified the data security process by engineering our platform to seamlessly integrate with a customer’s IT network, removing data silos across systems and applications. This makes it easier and safer to move data through multiple CRM’s, as it’s all held one unified space.
As firms gravitate toward long-term remote working plans, it’s imperative that they take the time to consolidate data and workflows. With individuals working from a variety of locations, data has to be a top priority, otherwise valuable customer information and revenue opportunities will be lost.
Keeping Your Data Safe
Over the past few months, there have been countless stories of data breaches on unsecured conferencing solutions, partly because data has not been stored properly. Data gathered through voice, SMS, and email is often stored in a separate, standalone system, leaving information scattered across different locations. Not only does this increase the risk of losing data and creating more information disparities, but it also opens up the potential for more security liabilities.
When using CIA Omnigage, users can natively operate different telecommunications applications to capture all inbound and outbound data and store this information on the platform. It also enables audit trails to track communications and two-factor authentication to ensure both compliance and security at all times.
As industries continue to shift to an increasingly digital and complex environment, a simplified data process means greater efficiency and peace of mind. Having the right multi-channel communications provider makes this essential and, at CIA Omnigage, we have gone to great lengths to ensure the platform’s security features are second to none.
The threat posed by the worldwide COVID-19 pandemic is forcing firms to not only take measures to ensure business continuity and the well-being of its employees – but to also ensure it has a secure and compliant cloud-based communications platform in place. With the number of data breaches and cybersecurity attacks rising daily, a robust multi-channel platform with built-in security and compliance features is critical.
At CIA Omnigage, our top priority has always been to deliver a secure, compliant and easy-to-use multi-channel communications platform. No matter how large your database or where you are in the world, our time-to-market is unmatched by any other firm in the industry.
Take advantage of these CIA Omnigage platform capabilities and more:
Create your own custom HTML email templates with attachments
Send a single message to thousands of contacts and track all responses
Quickly send voice messages to an entire client base or community
The CIA Omnigage team is on standby to quickly help you solve your challenges during COVID-19 and prepare your firm for business continuity in the future.
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