Efma articles

Innovation of the month
Insurance innovation of the month: SALT by PZU
14 December 2017
Efma’s insurance innovation of the month award for December goes to PZU for SALT, a video-based speech and language translator service for deaf…

Better communication with analytics
16 November 2017
BroadSoft is helping banking staff choose the best course of action when interacting with customers.

Banker's view
A new visual call experience at Kuwait International Bank
05 October 2017
Kuwait International Bank (KIB) recently launched a new omnichannel contact centre, in an effort to revolutionise the bank’s customer experience…

Innovation of the month
Innovation of the month: Garanti Bank’s voice-driven mobile banking
16 February 2017
Efma’s innovation of the month award for February goes to Garanti Bank for its Mobile Interactive Assistant, a virtual assistant that enables customers…

Innovation of the month
Innovation of the Month: Dronn Agent from Alior Bank
15 July 2016
A virtual agent, designed to respond quickly and consistently to customers and interactively guide them through a personalised conversation, Alior Bank’s…

Efma feature
Dramatic improvement of contact centre operations wins innovation award
16 June 2016
MS&AD Insurance Group Holdings, Japan, won the Efma Accenture Innovation in Insurance Awards for Customer Experience & Engagement, for its implementation…

OCBC Bank launches speech recognition
25 May 2016
OCBC Bank has launched a speech recognition solution to enhance the customer experience for retail customers at its contact centre. The solution, launched…

Efma feature
North Side wins Efma Fintech PFM-Payment Award for VerbalAccess
25 April 2016
Canada’s North Side has won the Efma Fintech PFM-Payment Award for its VerbalAccess solution. Eugene Joseph, who leads research and development…

RBS installs advanced ‘human’ AI
07 March 2016
Following a two month trial of advanced ‘human’ artificial intelligence, RBS is rolling the solution out more widely to support employees.

ICICI Bank launches voice recognition service
26 May 2015
Customers able to conduct transactions through the call centre using voice authentication.

Efma articles

Keep abreast of the latest initiatives and trends in the retail financial services industry.

Efma members are able to access news, articles, interviews, reports and case studies online, via the device of their choosing.

The data, which is regularly updated and supplemented with executive interviews and articles authored by industry experts, also provides an insight into new products, technologies, operational and customer service innovations.