Global digital financial services software provider, Intelligent Environments, has launched an integrated software platform for digital money services, Interact, that provides a consistent and intuitive user experience for any money transaction and is designed to meet "today’s customer demands".

The Interact software will provide money management across all channels for any organisation that has a financial relationship with its customers be it a bank, retailer or telecoms operator.

David Webber, MD of Intelligent Environments, said the new Interact platform is a "single, consistent software solution for all digital channels".

"Interact is a financial services platform that will sit at the centre of our clients’ digital operations, helping banks to improve customer engagement at a time when relationships are being severely tested.

"The new Interact platform ensures that as compliance requirements evolve, solutions can be rolled out quickly and easily across banking systems, as well as giving customers an improved experience with their provider."

Intelligent Environments has signed contracts with two European banks to deliver the new Interact platform.

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Webber added that a rapid pace of technology evolution has created a variety of digital channels for organisations to manage customer relationships, and firms not leveraging the relationship effectively run the risk of losing customers.

New research obtained through an online poll commissioned by YouGov on behalf of Intelligent Environments reveals that digital financial services are vital to bank loyalty in the face of the Vickers account switching reform, according to over half of the Britons (51%) surveyed.

New legislation recommended by the Vickers report outlines that September 2013 onwards switching customer bank accounts and redirecting of direct debits will be made easy and reduced to seven days from 31 days.

Webber said, "The Vickers legislation only adds to the myriad of regulatory and consumer pressures that banks must now respond to in the bid to attract and retain customers."

According to the new research findings, less than half (45%) of Britons with a bank or building society current account use their local bank branch once a month or more, in comparison to 81% who use online banking and 20% who use mobile banking at least once a month.

Despite the importance of digital services for customer retention, approximately one third (29%) of current account holders surveyed experienced frustrations – such as lack of consistency between digital and offline facilities, too many passwords, and services not tailored to customer needs – with the digital banking services in the last year.

Intelligent Environments’ Interact aims to eliminate the common frustrations by "achieving a seamless customer experience across marketing campaigns, customer service and product delivery".


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