Agent Network and Channel Management

Customers often have explicit preferences about the channels they use to accomplish different financial tasks. They expect information about transactions performed on one channel to be available in another channel. That’s why an omnichannel mediation approach to customer services is imperative for a financial services operator.

How it works

Novatti allows the operator to build and manage a hierarchy of agents. The operator has full visibility and control of the entire hierarchy, ensuring that sales goals can be achieved, margin goals managed and achieved, and that there is full compliance with regulations.

Each level classification within the hierarchy – the distributor, agent, and retailer – is provided the ability to manage their own operations and that of the lower elements in the hierarchy via a web portal, tablet or smartphone app. Consumers can be given access to their accounts for self-service through electronic devices.

Benefits with Novatti

In many cases, a service provider cannot reach its full potential as some legacy systems may not support agent hierarchies or appropriate transaction processing. Novatti can extend the lifetime of these legacy systems by providing this missing functionality.

  • Cost savings by serving customers via mobile, online and agent channels, rather than the more costly branch channels
  • Channel self-management, reducing the effort needed by the service provider to manage channels

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