PractiFI eyes up ‘personalised experiences’ with Natterbox integration
Wealth management specialist PractiFI has integrated Natterbox's IP telephony offering into its platform in a bid to "streamline voice interactions" and deliver more efficient and scalable wealth management solutions for clients.
Currently, PractiFI's platform provides a single unified view of customers, aiding clients in the provision of financial advice, superannuation solutions and portfolio management.
According to PractiFI's founder, Glenn Elliott, the integration will allow PractiFI to deliver a more personalised experience when dealing with customers over the phone.
"Natterbox looks up the customer details in PractiFI and instantly knows how to handle the customer's call … if they have an outstanding question, we can route them to the person handling that question or, if they are a VIP customer, we can route the call to their personal adviser," Elliot said.
"The magic of the integration is that all of these decisions are driven by information held about the customer in PractiFI."
In terms of ensuring business continuity and the protection of customer data, Elliott confirmed that PractiFI has worked to ensure regulatory expectations are met, with the provision of IP range restrictions, "strong password policies", and single sign on and session management settings.
However, while data privacy is "paramount" for the platform provider, Elliott said the changing nature of customer demands today meant a shifting emphasis towards empowering advisers to ensure they had ready access to important customer data and information.
"Millenial customers expect a personal experience. IP telephony integration is just one part of the puzzle, but an important one," Elliott said.
"From an efficiency perspective, it is just not viable to have the adviser fumbling around between Outlook, an advice tool, a paper file and their licensee's portal."
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