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Language: English
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Solutions

Contact center for banks and insurance companies

With CONTACT.WORK, any kind of financial company spends less on its phone lines and takes on less regulatory risk. The whole system runs on your servers, so your security review doesn't turn into a debate about where customer data lives. The AI consultant answers routine questions, so you need fewer agents. Past-due calls go out only during permitted hours, so borrowers repay faster. And speech analytics catches script violations before they become regulator complaints. There are no per-seat fees.

Get a quotePricing
100%of data stays in-houseNothing exported
$0per-seat feesYou pay for support
24/7application status updatesThe AI consultant never takes a day off
Everycall checked against the scriptAutomatically

Challenges

Where financial companies lose money and sleep

Data outside your wallsCustomer applications and voice recordings can't sit on someone else's servers.
Lines tied up with small stuffCard balances, application status, branch hours – all day long.
A missed disclosureAn agent forgot a required statement, and a complaint is already with the regulator.
Debts pile upCalling thousands of borrowers by hand takes weeks.
Wasted callsAgents sit through unanswered rings and close only a handful.
Anxious callersAfter filing a claim, the customer calls every day for an update.

Solution

What the platform does for a financial company

Infrastructure

Your security team can relax

We install the whole stack – the phone system, the AI consultant, speech recognition, and recording storage – on your company's servers, so the question of where customer data lives is settled before launch. You decide whether to encrypt recordings. Each employee opens only their own sections, and an audit log shows who viewed which customer records. While a customer enters sensitive details, recording pauses and keypresses aren't stored, which helps with PCI DSS. Documents for the security review are ready in advance.

  • Your own server room
  • Optional encryption
  • Who opened what

Self-service

Fewer agents on routine questions

The AI consultant or the IVR tells customers their application status, payment schedule, and nearest branch address, with data pulled from your core banking or policy system. Before answering, it checks that the account holder is on the line: by passphrase, the last four digits of their SSN, the phone number on file, or their voice. Agents keep money disputes and complex questions, so a smaller team can cover the line.

  • Your bank's data
  • Verify the customer first
  • Money disputes go to a person

Reminders

Loans get paid on time

A few days before a payment is drawn or a policy expires, the customer gets a call or message, triggered by an event in your system of record. Borrowers remember to pay, there are fewer late payments, and policies renew without a sales rep. Calls go out only during permitted hours in the customer's time zone, and anyone who opted out stays off the lists, so regulators have nothing to flag.

  • Event in your system
  • Permitted hours
  • Opt-outs honored

Sales

More sales without hiring

Loans, deposit accounts, and insurance are offered only to people who agreed to be called and aren't on a do-not-call list. Numbers are dialed automatically, the agent joins once someone answers, the AI assistant shows the product terms, and the call outcome goes to your CRM. The hours you pay for go to selling, not to waiting through rings.

  • Consented contacts only
  • Automatic dialing
  • Terms on screen

Quality assurance

Mistakes surface before complaints

When the agent and customer are recorded on separate channels, speech analytics reviews every call: were the required disclosures made, was there any rudeness or overpromising. Calls with signs of fraud – an unknown number, pressure on the agent, common scam tactics – get flagged too. A supervisor reviews the issue without waiting for a regulator complaint, and a disputed call can be found by the customer's number in a minute.

  • Required disclosures
  • Tone and promises
  • Search by number

Examples

Card, policy, loan, collections

Typical calls to financial companies.

Cardholder, borrower, depositor

A customer calls about a card. The IVR sends them to the card queue, and a high-net-worth client goes straight to their private banker. The AI consultant answers from core banking data, an agent gets complex cases with the customer's history, and branch questions go directly to the branch. Complaints are tracked, and the owner gets a reminder about the deadline.

  • Routing by product
  • Private bankers
  • Complaints tracked
Example 1 of 4

We set up lines, campaigns, and checks around your products and regulatory requirements.

Capabilities

What bank and insurance customers call about

From a card question to collections – where a financial company's contact center does the work.

Inbound inquiries

  • Product questionsRates, fees, and limits – answered without a transfer to a specialist.
  • Loan or policy applicationThe customer applies by voice, and the form is filled in during the call.
  • Application statusWas the loan approved, was the claim reviewed – by case number.
  • Product matchingThe right deposit account, card, or insurance plan for the customer's needs.
  • Complaints and inquiriesLogged with tracking of regulatory response deadlines.
  • App helpLogging in to online banking, transfers, and settings – step by step.
  • Card blockingA lost or stolen card is blocked right away, even in the middle of the night.
  • Branch callsOne number routes the customer to their own branch or office.
  • CallbackThe next available specialist calls the customer back.
  • After-hours requestsThe AI consultant answers balance and payment questions while offices are closed.
  • Partner lineAgents, brokers, and car dealers get their own queue.
  • Ad performancebuilt for youSee which ad channel brings in loan and policy applications.

Outbound calls

  • Payment reminderThe date and amount of the next payment, sent ahead of time so it isn't missed.
  • Past-due accountsThe AI consultant calls in early delinquency and records the promised date; complex cases go to a specialist.
  • Lead callbackA customer submits a form on your website, and a specialist reaches out within minutes.
  • Pre-qualificationIncome, purpose, and amount are known before the loan officer's call.
  • Offers to new customersCalling contacts who agreed to hear about your bank or insurance products.
  • Win-backA new offer for customers who closed an account or didn't renew a policy.
  • Cross-sellingInsurance with a loan, a cashback card with a deposit account.
  • Abandoned applicationA specialist calls customers who didn't finish the online application.
  • Policy renewalA reminder that the policy is ending, and renewal during the call.
  • Service ratingThe customer rates the call right away, and a manager sees complaints.
  • Data updatesConfirming the customer's phone, address, and ID on file.

Messaging

  • Messaging appsCustomers message you on WhatsApp and other apps, and staff reply from their workspace.
  • Online banking chatCustomers ask questions from a product page or the customer portal.
  • EmailCustomer emails are stored with the rest of their history.

Loyalty

  • Rewards and cashbackPoint balances and program terms in one answer.
  • Email campaignsNew products and promotions for customers who opted in.

Security and service

  • Identity verificationPassphrase, personal details, or voice biometrics – before discussing the account.
  • Working with partnersInsurers, appraisers, and auto repair shops – emails and messages kept in the case history.
  • Script complianceEvery call is checked for required statements and disclosure of terms.

Modules

Contact center modules

Platform on your bank's serversThe security review goes ahead without questions about data storage.→Data protectionPermissions, encryption, and backups keep customer data protected.→Voice AI consultantTakes application and payment questions off your agents.→IVR (phone menu)Routes the call to a specialist for the right product.→Auto dialerCalls borrowers ahead of time, so fewer loans go past due.→Speech analyticsScript violations surface before a customer complains.→AI assistant for employeesNew hires sell with the product terms on screen.→Call queuesHigh-net-worth clients skip the line.→API integrationAgents see core banking data without switching apps.→
A smooth security reviewServers, AI, and the call archive stay with you.
Fewer agentsThe AI handles application status and payment questions.
Debts get repaidBorrowers get reminded before payments are due.
Fewer finesAgent mistakes show up right away.

Launch

Implementation at a financial company

  1. 01RequirementsWe ask your security team where data must live and how long to keep call recordings.
  2. 02DeploymentWe install the system on your servers or in the cloud and set up permissions, encryption, and the audit log.
  3. 03Core bankingWe connect your core banking system, CRM, and policy system, so agents see the customer instantly without searching across apps.
  4. 04ScriptsWe turn scripts into call forms and required statements into speech analytics rules.
  5. 05AI consultantWe train the AI consultant on your materials, so routine questions come off your agents in the first few weeks.
  6. 06LaunchWe open lines in stages and review the first reports and recordings with your QA team.

Preparation

What to decide up front

Where will the system run?The cloud or your own server room – whatever your security team requires.
How long do you keep recordings?Retention under regulatory rules and your internal policies.
What are we connecting?Core banking, CRM, policy system, collections software – what we integrate through the API.
What goes to the AI?Questions customers can get answered without an agent.
Which statements are required?The wording analytics looks for in every call.
Which lines need their own queue?High-net-worth clients, urgent cases, claims handling.

Q&A

Frequently asked questions

Can everything, including the AI, run on our own infrastructure?

It can. The phone system, the AI consultant, speech recognition models, and recording storage are installed on your hardware. Nothing leaves your network, and no features are cut.

How does the platform get through a security review?

You get the documentation package in advance. Permissions are role-based, connections are encrypted, backups run on a schedule, and the audit log records every view of a customer record.

Are call recordings encrypted?

If you choose. Keep in mind that an encrypted recording takes longer to open for playback.

Will customers know the call is recorded and they're talking to a bot?

Within the first few seconds: the AI consultant says right away that the call is being recorded and introduces itself as a virtual assistant.

How does the platform confirm it's really the customer calling?

Before discussing money, the AI consultant verifies the caller: passphrase, the last four digits of their SSN, the phone number on file. With voice biometrics, customers are also recognized by voice – it's faster and protects against impostors.

A customer disputes a charge with the AI – who handles it?

The AI consultant transfers the call to an employee: money disputes are part of the transfer rules you set. The employee sees the transcript, a summary, and the customer's data, so there's no need to ask again.

How do we make collection calls without breaking calling-time rules?

Debtors are called in their local time, within the calling hours you set to stay within the law. No one has to track it by hand.

A customer asked us to stop calling – how is that handled?

The request is logged in your CRM right away, and the number drops out of future campaigns. Marketing calls go only to people who gave consent.

How do we know an agent didn't skip a required statement?

Speech analytics checks every call against your required disclosures; this needs agent and customer on separate recording channels. Missed statements and a harsh tone appear in the supervisor's daily report. If all-party consent applies in a state, open calls with a recording disclosure.

Does it connect to our core banking system?

We set it up through the API at launch. Agents see the customer's products and payments right away, and the call outcome goes back to core banking.

How do we avoid missing a complaint response deadline?

A complaint has a response deadline: the platform reminds the owner before time runs out, and a manager sees complaints that are getting close to the deadline.

A customer calls back to check whether the bank really called them – what does the agent see?

The history of outbound calls to that customer: whether there was a call, when, and from whom. If the bank didn't call, the agent warns the customer about fraud right away.

Can the AI handle the first call to a debtor?

It can, while the delinquency is still early. It politely states the amount, finds out when the person can pay, and records that date. It hands disputes and requests for a person to an agent, so your staff work only the difficult accounts.

Can we switch contact center systems without a break in service?

In stages: we move lines one at a time, and service never stops. Moving your database and case history is included in the Standard plan and above.

Do we keep an AI consultant trained on our data?

You do, if you paid for the training: the fine-tuned model, reference answers, and collected materials belong to you.

What does the platform cost a bank or insurer?

The system itself is free. You pay for a support plan, which starts at $180, plus cloud hosting if the system doesn't run on your servers, and AI usage: the voice agent is billed by the minute, the text agent by conversation.

Pricing and plans →

Glossary

Terms on this page

Encryption
Encrypted data can't be read without the key. Learn more →
Speech analytics
The system analyzes recorded calls automatically: topics, script adherence, customer emotions. Learn more →
IVR (interactive voice response)
A phone menu: the caller hears a greeting and picks the right department. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
API (application programming interface)
The way programs exchange data with each other without a person in the loop. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
Speech-to-text
Turns spoken conversation into text. Learn more →
Customer record
The screen of customer data an agent sees during a conversation. Learn more →
Supervisor
Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
Callback
The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Contact center quality management
Calls and chats are scored against a scorecard to find mistakes and coach agents. Learn more →
Customer portal
A secure area of the website where customers track their requests. Learn more →
Call script
A call playbook: what to say, what to ask, and how to handle objections. Learn more →
Call queue – callers waiting to be answered
Callers waiting for an available agent. Learn more →
Model fine-tuning
An existing model is trained further on company materials so it speaks the company's language. Learn more →
Hosting
You rent a server from a provider instead of buying one. Learn more →

More

More for banks and insurers

Payment reminders A call or message before the due date – fewer past-due loans. Learn more On your servers The phone system, AI, and call archive live in the financial company's own server room. Learn more Speech analytics Finds missed required statements across all of the bank's calls. Learn more API and protocols Data from core banking, CRM, and the policy system pops up with the call. Learn more

Blog

Fresh from the blog

All articles →
Services · 7 min read Custom development of your contact center platform for your processes When contact center settings are not enough: integrations, modules, AI workflows. How to tell development from configuration and estimate the payback. Read the article → Management · 9 min read How many agents does your contact center need? Erlang C in plain English Calculate contact center staffing with Erlang C: workload, service level, shrinkage, and headcount by shift – all in one worked example. Read the article → Integrations · 7 min read CRM and phone system integration: what it does and how it works How to connect your phone system to your CRM: calls and recordings in the record, screen pop, click-to-call. What to decide first and how to check it works. Read the article →

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