Waterfield Technologies is a leader in voice, web and mobile solutions for financial services customers and other enterprises worldwide, providing leading-edge self-service solutions and robust database and application integration services that synchronize and optimize the end-to-end customer experience. Some of Waterfield’s clients include GE, Citibank, and CenterPoint Energy. We recently spoke with John Marino, President and CEO of Waterfield Technologies, and asked him about Waterfield’s history, focus and method for integrating multichannel communications within these industries.
Waterfield has been providing voice solutions since the mid-80s. The company’s legacy hardware focus on infrastructure solutions has evolved over the years to now support a myriad of software based applications include IVR, web and mobile solutions, and other, multi-channel (voice/email/SMS) capabilities.
How are you specifically addressing the key concerns in your markets?
Especially in the financial services industry, and in other regulated industries as well, there are specific issues that clients need to address: data security, regulatory issues and disaster recovery and response. Given our long history of working within this industry, we are able to customize solutions that interface with the core platforms that financial services companies use for data management, while keeping a targeted focus on building application solutions that address the current trends facing banks and credit unions. Many solution providers are focused around how to deliver technology (voice, mobile, web, etc), we are focused on how to use technology to solve business issues and move the needle from a customer service perspective, ideally bringing real change and a platform for evolution in a history stagnant part of most financial service organizations.
Also, our deep understanding of the business allows us to take a more consultative role with our clients, functioning not just as a voice solution provider but as a company that embraces multichannel solutions, building a strategy and road map, and helping our customers gauge progress towards their respective automation objectives.
Most solutions being used to provide inbound and outbound customer service in the financial services industry have stagnated, and implementing a true multi-channel solution on top of old infrastructure would yield suboptimal results. We partnered with Voxeo so that we could offer solutions that were built for multi-channel communications from the ground up, with the capability to support what’s next in terms of customer communication preferences.
What’s up next for Waterfield?
We’re working on additional ways to leverage our partnerships to create solutions that are innovative and unique to the market, such as increased mobile optimization. Fundamentally we believe that the clients looking for solutions are tired of being forced one technology platform after another while yielding very limited results. We are focused on taking vertically focused, consultative solutions to our clients and working with them to use technology to solve problems, and create true change. Having a “newer, updated” solution is great – but as fast is the market is evolving, we feel that we can be doing more with the tools available and look forward to helping our clients embrace a holistic mindset towards customer self service and smart-automation.
For more information, check out the Waterfield/Voxeo whitepaper “Slashing Costs and Improving Customer Care in Financial Institutions”, and visit Waterfield Technologies’ website.