Engage Hub and Bank of Ireland shortlisted for Best Use of Technology award.

Cross-channel engagement platform named finalist in 2018 industry award for innovative self-service customer journey campaign

London, UK, 20th September 2018 – Cross-channel customer engagement platform, Engage Hub has been shortlisted, as a finalist, for the ‘Best Use of Technology in Customer Engagement’ category for the Engage Awards 2018.

The Engage Awards 2018 focus on shining a light on organisational excellence as well as recognising companies that have accomplished significant achievements within the fast evolving customer and employee engagement market. The winner of the “Best Use of Technology in Customer Engagement” will be the organisation that can best demonstrate how its technology has instrumentally advanced customer engagement.

This year’s nomination can, in many ways, be attributed to Engage Hub’s recent partnership with the Bank of Ireland (BOI), where Engage Hub implemented an innovative self-serve journey for customers who wished to activate access to digital banking channels (online & mobile banking).

BOI wanted to deliver a seamless experience to its new current account customers by allowing them to complete a digital activation on-boarding journey in minutes using a combination of SMS and interactive voice response (IVR), without the need to speak with an advisor.

Working with Engage Hub to implement the self-serve journey, the initial focus was placed on New-to-Bank personal current account (PCA) customers and was implemented in February 2018.

Bank of Ireland (BOI) receives around 800 calls per day from customers looking to digitally activate their personal current account. The deployment of the new system reduces the load on advisors, potentially saving a further 900 calls per week into BOI’s call centre, while simultaneously creating the opportunity to improve and streamline critical services for the bank’s entire current account customer base.

Thanks to the success of phase one, BOI are now looking to digitise more of their offerings with Engage Hub and planning a phase two roll out later this month. The success of the partnership is also seen in the results. BOI has noted a 13% increase in the total number of customers activating online banking since this new digital process was put in place with over half (52%) of customers now self-serving and digitally activating without the need to speak to an advisor.

Engage Hub were announced as finalists for the Engage Awards on 17th September 2018. The Engage Awards will take place on 12th November 2018.

About Bank of Ireland

The Bank of Ireland Group is a diversified Financial Services Group. Bank of Ireland, now a subsidiary of Bank of Ireland Group plc, was established in 1783 by Royal Charter. A traditional, relationship-driven retail and commercial bank with a conservative business philosophy, we have a clear and compelling strategy to: transform the bank, serve customers brilliantly and grow sustainable profits with the aim of enabling customers, colleagues and communities to thrive.

-ENDS-

About Engage Hub

At Engage Hub, it’s our mission to make sure your business treats your customers as individuals to engage each and every one, so you win them over faster and keep them for longer.

With over 30 years in the business, our services have evolved alongside the needs of our clients, including some of the world’s most successful brands across the financial services, utilities, telecoms, retail and logistics sectors. We understand the challenges you face – from data silos to legacy systems – and have built intelligent, intuitive and effective solutions that work for you.

Our commitment to excellence has helped us build a reputation as the leading global provider of data-driven consumer engagement and customer retention solutions. At a time when brand loyalty is at an all-time low, our data orchestration technology delivers the kind of experiences your customers have now come to expect. So, you can always keep them engaged and happy.

Past Releases

Engage Hub recognised in Real-Time Interaction Management report by Independent Research Firm
May 4, 2020

Engage Hub continues expansion in Ireland as a major FinTech player
April 24, 2020

Engage Hub unveils Web Chat widget to support customers across all of their channels
March 23, 2020

Engage Hub launches AI-powered NextGen IVR to help navigate a voice-first world
March 6, 2019

Engage Hub recognised as RTIM provider by independent research firm as it pushes to deliver personal experiences
January 22, 2019

Survey: Over two-thirds of C-level executives now prioritise customer experience above profit and revenue growth
November 21, 2018

Engage Hub expands LATAM presence with appointment of Gabriel Lobitsky as SVP Sales
October 11, 2018

Engage Hub and Bank of Ireland shortlisted for Best Use of Technology award
September 20, 2018

Engage Hub appoints Karen Waters as Product Director to lead next stage of digital CX innovation
July 3, 2018

Engage Hub enhances customer engagement platform with AI-powered chatbots
March 5, 2018

Engage Hub expands APAC presence with appointment of Felix Wong as VP Sales
March 1, 2018

Engage Hub to roll Interactive Voice Response system out across 600 strong Sainsbury’s superstore network
January 17, 2018

Engage Hub appoints Clive Hannon as COO
November 16, 2017

New report from Engage Hub highlights customer experience challenges.
November 6, 2017

Engage Hub and Another Number App Enables Busy Professionals to Take Control of Work Calls
March 22, 2017