Alles über CXA.

My name is Jeiner Morales. I'm an SVP, Director of Data Analytics and Business Review for BankUnited. BankUnited is a leading regional, commercial and small business bank. Headquartered in Florida, we also have locations in New York and Texas. Trust is at the foundation of everything that we do for both our clients and our employees. Talkdesk complements us by providing a secure, highly reliable, and adaptable contact center solution. I was really impressed with the technology that Talkdesk approached us with as we were beginning our design phase. What we've noticed is that our investment into Talkdesk has given us brand loyalty, has built client loyalty with us. We've actually received communication and correspondence from clients who are extremely happy. The culmination of Talkdesk and a financial institution is fantastic. Additionally, the AI driven insights, it's really helping stay ahead of the curve when it comes to providing superior customer service for our clients. If you make good use of AI features in Talkdesk like Talkdesk Navigator, Autopilot, and Agentic AI, it would help you achieve and improve every single SLA or KPIs that you have in the contact center solution. Since we implemented Talkdesk, we have seen huge improvements in our abandonment rate. We've definitely seen huge improvements in our net promoter score, customer satisfaction scores. We have seen an increase of about fifteen to twenty percent in our containment and the IVR, and it's all primarily driven by the way we built our customer journey and how AI is playing a part on channeling those interactions to the right agent. We're really thriving on Talkdesk, and I've gone through several different phone services. It's the most intuitive, the most modern, the prettiest one. So it's friendly on the eyes. It's nice to navigate around. It's been a great tool for us, and I think for the clients as well. It's just creating that experience that we needed. Talkdesk enables me to help agents' careers within BankUnited. Now I can kind of get somebody to the next level within ninety days. Before it would take me six to six months to a year. Why? Because the data was not there. The information wasn't there. Talkdesk does that all for me, which means I can focus more on developing the rep directly versus trying to find the information in the system. It's refreshing to be in business with a vendor that is not just a vendor is definitely committed to be in this journey with us and they're somebody that's heavily invested in our success as much as we are in yours.