Leading One of the Nation’s Largest Banks to Drive Data-Backed CX Transformation with Insights360

WestCX’ analytics and optimization platform, Insights360, delivers enterprise-level intelligence that improves IVR performance, boosts containment, and uncovers millions in potential annual savings.

Meeting the Need for Smarter IVR and Self-Service Optimization

As one of the nation’s largest financial institutions, a leading national bank manages millions of customer calls each month across its mortgage, credit card, and auto loan businesses, as well as consumer and small business checking and savings transactions. Seeking to enhance self-service efficiency and reduce customer friction, the bank partnered with WestCX to gain deeper visibility into its IVR performance and uncover opportunities for new automation and improvement of existing self-service.

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