Banking specialists
Our banking specialists understand the pressure on cost, service, and risk.
AI-Powered Contact Centres for Retail Banking
From card queries to bereavement support, Softcat helps you design a contact centre that matches each customer to the right help.
Simple tasks resolved, specialist help within reach
Customers handle simple requests themselves, with their context following them across app, branch, and phone. We connect your contact centre to the systems behind it, so answers come from live account information. Your teams spend their time where judgement counts.
Improve the banking journeys that matter most
Start with the journeys where AI can help most. Each one shows what changes for the people you serve and how we deliver it.
Everyday banking and servicing
Account, card, and savings tasks completed on the channel customers choose.
Customers check account, card, and savings details after identity checks and get clear answers on maturity deadlines. Digital tasks come with easy access to phone or branch support. Security codes stay outside AI conversations.
Fraud and scam reporting
Fast access to fraud specialists when money or account access is at risk.
You can recognise suspected fraud and route customers promptly to specialists. Essential facts are captured during identity checks and passed on, so customers only explain once. Authorised teams make investigation and reimbursement decisions.
Financial and additional support
Quicker routes to support, including after bereavement.
Customers and their representatives follow clear financial-support, bereavement, and access steps at their own pace. Live translation is available, with qualified interpreters for sensitive discussions. Specialists receive a summary before each conversation.
Loan applications and servicing
Clear progress on applications, with reminders for anything missing.
Borrowers see confirmed milestones and outstanding actions, with reminders for missing documents. You can arrange adviser appointments and pass the customer's purpose and history ahead of the conversation.
Complaints and service insight
Recurring issues spotted early, with evidence of which fixes work.
Possible complaints are flagged for staff review, and investigators get summaries linked to evidence. You can analyse contact reasons and sentiment and compare outcomes across customer groups. Service owners track agreed improvements.
Disruption and service continuity
Customers kept informed and supported through disruption.
Verified incident updates reach customers across your channels, and urgent needs reach tested alternative routes. You can manage callbacks through recovery, so open requests are picked up when services return.
Why Softcat
Fair customer outcomes, strong governance, and operational resilience are high on the banking agenda. Our financial services specialists help you deliver all three across your contact channels.
Your outcomes first
We score each platform against your challenges, budget, and outcomes.
Adoption that lasts
Training and change support help your teams make AI part of daily work.
Resilience built in
Cloud services and multiple channels help keep banking support open.
From first assessment to managed service
You can join at any stage. We stay accountable from the first assessment to the service that runs years later.
Advise
We assess your estate, demand, and compliance obligations, and agree the measures of success before anything is built.
Architect
We design the operating model, governance, and channels around your needs. The design builds on the platforms you already run.
Implement
We schedule integration and migration around your platform renewals and branch changes, as a single piece of work.
Support
We give intensive support through go-live and stabilisation. You keep a direct escalation route long after delivery.
Manage
Support, continuous improvement, and managed service options let the service grow with demand.
Register for our experience event to see an AI-powered contact centre at work, and map your priority banking journeys.