From downtime to uptime: How Citrix supports financial contact centers 24/7

As you plan to grow and expand your financial services organization in a competitive marketplace, you’ve probably looked at many different ways to set your financial organization apart. This could mean investing in new companies through mergers and acquisitions or investing in improving internal services that are important to customer satisfaction. One area that is critical to customer satisfaction is customer service. Just one poor experience with a customer service team can lead 61 percent of customers to stop doing business with that company. When customers contact their financial organization, they want answers fast, especially if they have an urgent issue like fraud. 

Enabling your contact center to provide high-quality customer service starts with secure, high-performing access to the applications and data they need to help your customers. Citrix provides call center teams with an agile solution to deliver applications and data anywhere, enable high-definition audio and video even over low bandwidth, and ensure secure access to sensitive user data. 

Deliver applications and data, anywhere

Your contact center likely operates 24/7 and services multiple products across multiple lines of business. That makes it harder to perform IT and security updates because there is no downtime for these teams. It also means these teams need a reliable IT solution that can scale rapidly during peak times. Since customer satisfaction is paramount to your business, you need an IT solution that delivers.

Citrix solutions allow you to perform critical security and performance updates without downtime. This ensures your team has the most up-to-date versions of their mission-critical applications, without interrupting their workday. During certain times of the year, like tax season or end of financial quarters, your contact center may experience large increases in volume. With Citrix, it’s easy for you to rapidly scale your infrastructure with new virtual machines. You can also easily grant and revoke access to applications, so you can grant staff access to different applications and data to support different products during peak times. Plus, you can do all of the above in minutes on personal devices and the cloud rather than in days or weeks while waiting for new hardware to arrive.

High-definition audio and video experiences

With geographically distributed contact centers, or even third-party contractors helping fill in the gaps for your contact centers, your staff may not have access to fast internet. If your contractors leverage personal devices, they may not have the newest devices either. With the wrong IT solution, this could cause audio and video lag, leading to increasing customer frustration. 

Citrix’s industry-leading HDX technology delivers high-quality audio and video, even over challenging network conditions, on any device. Users can access their closest cloud point of presence (PoP), or corporate gateway for crystal-clear 3D graphics, imaging, video, and audio even on unstable broadband and mobile networks. This ensures a smooth connection to customers for better support experiences. Citrix also offers HDX optimizations for Microsoft Teams, Cisco, Zoom, RingCentral, Avaya, and more so you can connect your entire organization across multiple geographies.

Secure access to sensitive data 

If your branch offices or contact centers are located outside of your main headquarters, or if you contract out to third parties, or if you manage different businesses located in different countries, you need an IT solution that can address data security and data sovereignty requirements. In addition, you need to comply with finance-specific regulations like PCI criteria. To comply with all these regulations, you need an IT solution that allows you to store sensitive data on premises or in the private cloud to comply with data regulations but enables secure third-party access around the globe. 

With Citrix, you can configure your environment so that all users are in a PCI-compliant environment, no matter where they are located. Citrix includes screen scraping protection, watermarking features, and clipboard restrictions to prevent data leaks. You can remain compliant with any regulation, as Citrix is compliant with GDPR, SOC 2, NIS2, DORA, and PCI 4.0 criteria, so you get support for even the strictest compliance requirements. Store your sensitive apps and data centrally on premises or in a secure public cloud for better security and simpler compliance with a centralized audit trail.

Citrix for financial services

Citrix helps you provide better customer service without compromising on security. That’s not the only thing that Citrix can do for your financial services organization. As the industry-leading provider of VDI and DaaS, our focus is delivering solutions that meet your needs, from supporting contact centers to delivering virtual resources to your entire enterprise. Learn more about how you can leverage Citrix in your financial organization in our use case guide for financial organizations.