Defeating the Toggle Tax in Financial Services

This document describes the "Toggle Tax," the significant time financial agents waste switching between disconnected software systems. This inefficiency, amounting to 2.4 hours per agent per shift, hinders their ability to build customer relationships. Five9 and NovelVox provide a unified platform that integrates with core banking systems, using AI and a streamlined agent desktop to solve this problem, reduce costs, and improve customer satisfaction.

Here are the key summary points:

• Eliminates the 2.4 hours agents lose daily switching between fragmented systems.
• Integrates contact centers with core banking systems without needing to replace them.
• Reduces agent handle time while increasing first contact resolution rates.
• Delivers significant annual savings, as shown by a regional credit union case study.