Conversational Solutions for Financial Services

 Synergy Credit Union is re-imagining member engagement on its digital banking platform through a strategic collaboration with Celero and Unblu. The Saskatchewan Credit Union has integrated the Unblu Conversational Engagement Solutions into its Celero Xpress digital banking platform to enhance user support and navigation through the sites and apps its members frequently use. The integration of the Unblu platform into our digital banking services aligns with our mission, fortifying our members' experience and ensuring we meet their evolving needs. Kristy Miazga, Manager of Retail at Synergy Credit Union The Unblu platform provides a seamless blend of conversational artificial intelligence (AI), video & voice, and collaborative co-browsing technology to enable members to access real-time product, service and banking assistance with local experts on their preferred devices, whether it be a personal computer, tablet or mobile phone. This integration will provide members with access to an enhanced live chat experience and offer convenient features such as screen sharing.  “Our commitment to fostering meaningful member relationships extends beyond traditional banking, and we acknowledge the importance of innovative, relationship-based services to enhance connectivity and convenience,” says Kristy Miazga, Manager of Retail at Synergy Credit Union. “The integration of the Unblu platform into our digital banking services aligns with our mission, fortifying our members' experience and ensuring we meet their evolving needs.” Partnership and Collaboration Core to Success Celero and Unblu have been partnering to deliver this service since 2021 with a mutual objective to empower credit unions to provide ongoing support and guidance to members and foster personal connections throughout their digital journey.“Celero’s partnerships are critical to unlocking new functionality and capabilities for our clients as they seek to create the most seamless and convenient digital banking experience for their members. We value the collaboration of the Unblu team and the innovation within their platform. We look forward to continuing work together on future implementations,” says Deborah Moore, VP, Client Delivery, Celero.   Unblu’s platform empowers member service agents to work seamlessly with members, providing efficient and precise guidance. This becomes particularly crucial given the membership demographic, which skews towards an older age group compared to the broader Canadian population.  "This launch continues a tradition of innovation in the Canadian credit union space" said Jeremy Barnes, RVP Services at Unblu. "We are thrilled about our partnership with Celero and look forward to continuing to elevate the way credit unions serve and support their Canadian members." For more information, please contact your Account Executive.  About Unblu Unblu is a leading conversational engagement platform that’s fine-tuned for the financial services industry. Centered around four pillars – AI, texting, video & voice, and collaboration – we help retail banks, credit unions, wealth management firms, and insurance companies to provide faster, more secure customer service experiences. Visit unblu.com to find out more. About Synergy Credit Union Synergy Credit Union is a member-owned financial institution serving more than 29,000 voting and non-voting members from 12 communities within west-central Saskatchewan and Saskatoon. Synergy Credit Union is the fifth-largest credit union in the province of Saskatchewan. It is one of the leading credit unions in Canada, with more than $2.47 billion in assets under administration. Synergy Credit Union provides core banking services through the traditional branch network, the Canada-wide AccuLink ATM network, online banking, mobile web banking, and the Member Contact Centre. More complex and advanced services, such as financial advice and analysis, are delivered by specialists who may be located at select branches or available to meet in a location of the member's choice by request. To learn more, visit www.synergycu.ca. About Celero Celero is a leading provider of digital technology and integration solutions to credit unions and financial institutions across Canada. Clients trust Celero’s proven track record delivering innovative banking technologies, digital and payment solutions, cloud computing, outsourcing, IT and advisory services. Celero offers reliability and security through its world-class hosted banking system and data center operations. With key partnerships across the globe, Celero also brings the scale and extensive capabilities of multinational technology companies and the focused expertise of fintech startups. For more information, visit celero.ca.

Community First Federal Credit Union (CFFCU) becomes CU*Answer’s first credit union customer to go live with the Unblu CU*BASE integration. Unblu is now available as an integration for new online and mobile products on the CU*Answers CU*BASE platform. CU*Answers is a Credit Union Service Organization (CUSO) that offers a broad range of software solutions and web products to a network of credit unions.  Including the Unblu integration into our product offering will further empower our client credit unions and business partners to deliver on our collective mission to serve members. CU*Answers CEO Geoff Johnson With the Unblu integration, credit unions can integrate digital channels and conversational tools—such as Conversational AI, Video & Voice, Co-Browsing, and more—onto their digital assets to facilitate a more seamless member service experience. “As a CUSO, CU*Answers shares the same commitment to member experience and financial literacy as credit unions,” said CU*Answers CEO Geoff Johnson. “Including the Unblu integration into our product offering will further empower our client credit unions and business partners to deliver on our collective mission to serve members.”  The benefits of this partnership are already evident. Thanks to the Unblu-CU*Answers agreement, Community First Federal Credit Union (CFFCU) has implemented Unblu’s Live Chat and Co-Browsing tools into their digital member service experience.  Live Chat is a message-based channel that can help agents to address member inquiries, whether related to account management, loan applications, financial advice and guidance, or beyond. As the channel is more efficient than traditional, it empowers agents to serve multiple members at a time and achieve higher, more satisfactory resolution rates.  For instances that require greater support, CFFCU representatives can turn to Unblu's Co-Browsing tool, which empowers both parties on a call to view, interact, or collaborate on documents, web pages, or more in real time.  “We believe our business relationship with CU*Answers represents incredible value for credit unions, who can now provide the experience that members both expect and deserve,” said Normand Tessier, RVP Sales North America at Unblu. “The partnership with CFFCU is an excellent example of this and we look forward to seeing the impact we can have in empowering other credit unions.” For more information about this partnership, please contact us at sales@unblu.com.  About CU*Answers CU*Answers is a nationally recognized Credit Union Service Organization (CUSO) located in Grand Rapids, Michigan. CU*Answers is dedicated to providing high-level service to clients and business partners through technical teams that offer software solutions and web products and managed services teams that assist clients in maximizing the value of their core processing investment. About Community First Federal Credit Union (CFFCU) Community First Federal Credit Union is a member-owned financial institution based in Michigan, that has been serving its community since 1985. With a commitment to providing exceptional service and competitive financial products, CFFCU aims to help its members achieve their financial goals and improve their financial well-being.  About Unblu Unblu is a leading Conversational Engagement Platform that’s fine-tuned for the financial services industry. Centered around three pillars – text-based communication, video & voice, and visual collaboration – Unblu helps retail banks, wealth management firms, and insurance companies to provide more convenient and efficient customer service experiences that are also secure and compliant.  Visit www.unblu.com to find out more. 

Unblu is recognized as a representative vendor in Digital Customer Service and Support, highlighting the company’s reputation as a vendor of note in the industry. Unblu has been recognized in the 2023 Gartner Market Guide for Digital Customer Service and Support. The guide sets out to evaluate digital customer service offerings, which “focus on seamless conversation orchestration across digital channels complementing, or in some cases replacing, traditional customer service platforms.” The fact that Gartner recognized us speaks to the impact we’re making in this area. Jens Rabe, Co-Chief Executive Officer at Unblu With the insights from this guide, service and support technology decision-makers will be able to evaluate market vendors and make an educated purchase decision.  “The fact that Gartner recognized us speaks to the impact we’re making in this area,” said Jens Rabe, Co-CEO at Unblu. “The pace at which we are evolving and transforming our capabilities to better serve customers is creating a ripple effect throughout the industry – and organizations like Gartner are taking notice. I am excited that with our focus on the financial services industry, we are driving engagement transformations for our clients which are recognised beyond our target industry.” Unblu is featured in the section “Representative Vendors in Digital Customer Service and Support,” which compares functional areas for industry capabilities. These functional capabilities include: digital engagement (getting connected), co-browsing, conversation orchestration, knowledge management support, continuous intelligence, automation of engagement, agent desktop, integration or data ingestion capabilities, and forecasting and planning for persistent engagement.  *Gartner Research Methodologies, Gartner Market Guide, November 8, 2023, https://www.gartner.com/en/research/methodologies/market-guide  Gartner, Market Guide for Digital Customer Service and Support, By David Norrie, Steve Blood, Bern Elliot, 18 September 2023. Disclaimer: GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and HYPE CYCLE is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of the Gartner Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. About Unblu Unblu is a leading digital interaction platform that’s fine-tuned for the financial services industry. Centered around three pillars – text-based communication, video & voice, and visual collaboration – Unblu helps retail banks, wealth management firms, and insurance companies to provide more convenient and efficient customer service experiences that are also secure and compliant.  Visit www.unblu.com to find out more. 

NayaOne welcomes Unblu to its Technology Marketplace. The Conversational Engagement Platform provider is now accessible to a range of financial institutions through NayaOne’s Digital Transformation Platform. NayaOne provides access to synthetic data, a tech marketplace, and a digital sandbox to discover, evaluate, and scale third-party technologies to production. Unblu’s solution will help financial institutions to make every digital conversation meaningful, compliant, and convenient while providing support during different vendor evaluation processes. Unblu empowers banks to serve their customers in a more efficient yet human manner – regardless of the device, channel, or necessary service level – by blending Artificial Intelligence (AI) and Human Intelligence (HI) capabilities across digital channels.  It has been architected to scale across large businesses to address regulatory compliance needs and provide a seamless transition from function to function within the same customer journey. The solution can easily be embedded in all the banking web and mobile assets, from public websites to e-banking secured portals and mobile apps.  Unblu is thrilled to join the NayaOne tech marketplace and we look forward to collaborating with banking teams to explore and assess transformative use cases. Jens Rabe, Co-Chief Executive Officer at Unblu Unblu is proven to reduce support time and costs, improve NPS, and increase customer engagement and conversion rates. The platform can be deployed on-premise or clients can use our Financial Cloud and meets stringent data security and compliance requirements in the financial industry. Encourage self-service adoption and customer satisfaction. With Unblu 20-30% of contact center inquiries have been rerouted to self service channels within the first six months. This has empowered agents to achieve an average Customer Satisfaction Score (CSAT) of 4.75/5 CSAT by using Co-Browsing – with 84% of customers claiming to prefer Co-Browsing over other means of issue resolution. Improve efficiency and lower costs. The chatbot feature can resolve up to 70 to 80% of issues, while high-touch tools like Co-Browsing reduce the Average Handling Time (AHT) for phone calls by 20% and agents are 3x more productive. When all these factors are considered together it leads to a 30-50% reduction in customer support costs. Make every conversation count – Unblu can help banks push forward with their digital transformation initiatives and create customer experiences that lead to improved loyalty that pays off. Over 50% of Live Chat sessions have shown upsell potential, resulting in a 4x increase in the digital sales conversion rate.  Unblu conversational tools are accessible through NayaOne’s Sandbox-as-a-Service Platform as white-label propositions and can be seamlessly integrated with existing technology stacks. Customer case Study Unblu has been implemented in over 170 financial services institutions worldwide, including UBS, Deutsche Bank, and Raiffeisen Bank. The platform is transforming how banks engage and collaborate with customers and prospects, helping them to optimize their processes of advice, sales, and online support.  For example, Unblu helps Raiffeisen Bank to implement a Service-to-Sale strategy to boost client satisfaction over digital channels and also increase the agents’ ability to offer new products and services. Call center agents were identified as having a strong potential to improve client satisfaction for inbound requests and to increase sales through digital channels.Having implemented CRM analytics, a chatbot, Live Chat and Co-Browsing, call center agents were able to achieve incredible results. Not only did they improve their efficiency over Live Chat (AHT of 6min), but they also secured a high client satisfaction rate (4.2/5), and multiplied sales through digital channels by four – realizing an 8% conversion rate over digital channels. Jens Rabe, Co-Chief Executive Officer at Unblu – Unblu is thrilled to join the NayaOne tech marketplace and we look forward to collaborating with banking teams to explore and assess transformative use cases. Our primary objective is to enhance the customer and operational experience through the deployment of Unblu's comprehensive omnichannel client interaction platform. We fully endorse NayaOne's “learning by doing” philosophy and believe that this partnership offers significant opportunities to deliver value to banking institutions and their customers. Oli Platt, Product and Marketplace Manager, NayaOne – We welcome Unblu to the NayaOne marketplace! The company’s inclusion empowers banks to serve their customers in a more fluid and responsive manner, enhancing the overall quality of service. Using Co-Browsing or Live Chat, customers and bank agents can understand one another quickly, which speeds up resolution times. Unblu solutions can now be discovered and tested via NayaOne’s Sandbox-as-a-Service. About Unblu Unblu is a leading Conversational Engagement Platform that’s fine-tuned for the financial services industry. Centered around three pillars – texting, video & voice, and collaboration – we help retail banks, wealth management firms, and insurance companies to provide faster, more secure customer service experiences. Founded in 2008 in Basel, Switzerland, Unblu has been part of the Swiss Post Group since 2022, with subsidiaries in Germany, Bulgaria, UK, USA, and Canada. Over the years, we’ve served 170+ banks and insurance companies, empowering them to lower costs, secure more meetings, and increase conversions. With seamless integration capabilities and a 90-95% client satisfaction rate, Unblu enables the ultimate in-person experience for online customer collaboration and advisory. Any time. Anywhere. And on any device. About NayaOne  NayaOne is a leading financial technology company focused on bringing financial institutions and the fintech ecosystem together to accelerate digital transformation and innovation in the financial services industry. NayaOne’s platform provides a single point of access to the latest fintech innovations and data, enabling financial institutions to stay ahead of the competition in a rapidly changing digital landscape.