Amrit Satpathy
Ecosystem Manager
NayaOne is excited to have Unblu join its Technology Marketplace. The Conversational Engagement Platform provider is now accessible to a range of financial institutions through NayaOne’s Sandbox-as-a-Service 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.
Benefits that Unblu’s Solutions Provide
Unblu is proven to reduce support time and costs, improve NPS, and increase customer engagement and conversion rates. The platform can be deployed on-premises or clients can use our Financial Cloud and meets stringent data security and compliance requirements in the financial industry.
These are some of the benefits that banks and financial institutions can enjoy with Unblu:
- Encouraging self-service adoption and customer satisfaction. With Unblu, 20-30% of contact centre 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, a secure, side-by-side collaboration tool, with 84% of customers claiming to prefer Co-Browsing over other means of issue resolution.
- Improving efficiency and lowering costs. Unblu’s 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%. As a result, agents are 3x more productive. When all these factors are considered together, it leads to a 30-50% reduction in customer support costs.
- Making 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.
Customer Case Study: Unblu Helped Raiffeisen Bank Quadruple Its Sales
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 optimise 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 increase the agents’ ability to offer new products and services. Call centre 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 centre 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 – realising an 8% conversion rate over digital channels.
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.
Jens Rabe
Co-Chief Executive Officer, Unblu
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.
Oli Platt
Product and Marketplace Manager, NayaOne
Unblu is a leading Conversational Engagement Platform that’s fine-tuned for the financial services industry. Centred around three pillars – texting, video & voice, and collaboration – it helps retail banks, wealth management firms, and insurance companies to provide faster and 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, Unblu 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.
