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NatWest works with Accenture and Microsoft on new engagement platform

Thursday 26 May 2022 11:27 CET | News

NatWest has announced it is working with Accenture and Microsoft to build a new customer engagement platform that will replace its multi-system, legacy frontline architecture.

The new platform will integrate all of NatWest’s legacy front office systems across its contact centre and branch networks, customer messaging, video banking, and complaints channels onto a single, digital platform.

The project brings together Accenture’s expertise in helping banks across the world drive innovation through technology, with Microsoft Dynamics 365, a portfolio of business applications that help everyone to deliver operational excellence and create more engaging customer experiences.

In the first part of its transformation, the bank is launching a new appointment booking service, replacing multiple systems with a single, real-time booking platform accessible to colleagues and directly to customers. This will reduce appointment booking times by up to 75%. Annually, this could free up approximately 88,000 hours that colleagues can use for more value-added activities. 


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Keywords: banks, partnership, digitalisation, digital banking, financial services
Categories: Banking & Fintech
Companies: Accenture, Microsoft, NatWest
Countries: United Kingdom
This article is part of category

Banking & Fintech

Accenture

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Microsoft

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NatWest

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