Skip to content
Banking & Finance

Customer service for banking and finance. Engineered for complex regulatory environments.

Bucher + Suter builds the contact center foundation the banks and credit unions rely on during peak demand. Elastic capacity, secure routing, and traceability built in.

Talk to an expert →
A smiling woman in a blazer using a calculator while discussing banking contact center solutions in an office.

Industry-wide, service is under pressure.

Financial institutions must balance regulatory requirements, technical complexities, and the needs of their customers. That challenge has only become more difficult as the industry evolves.

 

Legacy systems live alongside modernization efforts.

Core banking platforms, channel-specific systems, and decades of process accumulation sit beside cloud migrations, API initiatives, and AI projects. Service teams have to deliver consistent answers regardless of which system actually holds the source of truth. Ultimately, modernization work has to proceed without interrupting day-to-day operations.

A smiling customer service representative wearing a headset, utilizing banking contact center solutions to integrate four systems, including a core banking system and legacy CRM, to resolve a customer question.

 

Every interaction is recorded, audited, and reportable.

Routing decisions, escalations, identity verification, advice given, and consent captured all need to be traceable. Audit readiness is not a separate workstream. It is built into how the contact center is configured, operated, and reported on every day.

A smiling customer service representative wearing a headset for banking contact center solutions, with overlaid text indicating identity verification, consent capture, audit readiness, and logged interactions.

 

Demand spikes are driven by events outside the bank's control.

Market volatility, regulatory deadlines, fraud incidents, and outages create concentrated demand that can hit within hours. Service operations need elastic capacity, fast escalation paths, and clear ownership at the moment volume crosses the threshold where standard staffing breaks down.

A customer service representative wearing a headset with banking contact center solutions text overlays: escalation triggered, specialist queue activated, and an incoming volume chart showing 48–132.

 

Clear ownership and traceable handoffs are an architectural requirement.

Sensitive cases need named ownership, clean handoff between teams, and a full record of action that holds up under both internal review and external regulatory scrutiny. The architecture under the service operation has to make that work without manual reconstruction.

Two colleagues in suits look at a banking contact center solution screen with status labels reading Case in progress and Owner: Risk Specialist.

How you communicate speaks volumes about CX.

The contact center is where compliance is enacted. it's where complex cases get resolved and the bank's operational model meets the customer. The way that environment is built directly influences trust.

Service imperatives:

A smiling woman talks on a smartphone, surrounded by banking contact center solutions that show live case overviews, 128 interactions, 23 open cases, and real-time visibility across all steps.

TKB:
Cloud-based contact center for Swiss financial services

TKB needed to move their consultancy center to a partial hybrid model, with two redundant high-security data centers inside a private cloud, while keeping voice recording and telephone networking on-site.

The challenge

• Telephony platform due for renewal, with almost all contact center hardware running on-site
• No existing reference project for cloud contact center in Swiss financial services
• Scalability, cost, and operational improvements required, with no security compromises
• Lifecycle management held internally by the TKB team
Testimonials wave
Thurgauer Kantonalbank logo featuring a black chevron pointing left inside a square, serving as a symbol of contact center performance optimization.

Today with Bucher + Suter

• Two redundant high-security data centers in the b+s private cloud
• Close integration with TKB's on-site components
• Avaloq core banking integration, 10+ hotlines, intelligent routing, and data residency in Switzerland, all delivered against the bank's compliance framework
• Voice recording and telephone network transfer retained on-site at TKB; IVR, tape announcements, routing, and call handling operate from the cloud
• Lifecycle management handled by Bucher + Suter, with stable operation across years
• Flexibility and scalability well beyond previous model

Read the full TKB case study →

How Bucher + Suter supports financial services.

Financial institutions in the world’s most regulated environments count on Bucher + Suter for contact center design, CRM /core banking integration, and ongoing operations. We have a track record of operating inside the regulatory and audit conditions of each business.

A smiling woman talks on a smartphone, surrounded by communication icons and text boxes about omnichannel banking contact center solutions.

Cisco, Webex, and private cloud deployments built to meet the regulatory, audit, and data sovereignty requirements that apply to banks and credit unions across European and North American jurisdictions.
A smiling woman talks on a smartphone, surrounded by communication icons and text boxes about omnichannel banking contact center solutions.

Voice, chat, messaging, and email operating as one service environment. Routing, queuing, and escalation managed against the bank's actual demand profile, including peaks driven by market events and incidents.
A smiling woman talks on a smartphone, surrounded by communication icons and text boxes about omnichannel banking contact center solutions.

b+s Connects bridges contact center routing with Salesforce, Microsoft Dynamics, ServiceNow, and core banking platforms. Agents work in one environment, customer context is preserved across channels, and handoffs do not depend on manual reconstruction.
A smiling woman talks on a smartphone, surrounded by communication icons and text boxes about omnichannel banking contact center solutions.

Whether the move is from on-premise to private cloud, from one Cisco generation to the next, or into a Salesforce-led service environment, the work is structured to keep the bank operational and audit-ready throughout.

A partnership built on shared success.

Testimonials wave
Logo for Black Hills Federal Credit Union, a contact center transformation partner, featuring a circular icon with abstract wavy lines next to the company name.

John Buxton, Black Hills Federal Credit Union

"The solution is a testament to the collaborative efforts and shared vision between our teams. Moreover, the proactive approach in resolving challenges underscores the true spirit of our partnership, as it reflects a genuine commitment to mutual success."

Latest resources for banking and finance CX leaders

Expert perspectives on AI, cloud contact centers, compliance, and customer service, helping financial institutions improve performance while managing risk and complexity.

Frequently asked questions

Contact centers in financial services need to connect customer interactions with the systems, workflows, and controls behind them. That includes secure routing, preserved customer context, traceable interactions, and consistent service across voice and digital channels.

A banking contact center can support compliance by making interactions, routing decisions, escalations, identity verification, advice, and consent traceable and reportable. Audit readiness should be built into how the contact center is configured, operated, and monitored every day.

Bucher + Suter connects contact center routing with CRM and core banking platforms, helping agents access customer context and supporting more consistent workflows and handoffs across systems.

Voice, chat, messaging, and email can operate as one connected service environment. Secure routing, consistent escalation processes, and preserved customer context help customers move between channels without creating gaps in service or traceability.

Financial service demand can rise quickly during market volatility, regulatory deadlines, fraud incidents, or outages. Elastic capacity, clear escalation paths, intelligent routing, and defined ownership help the contact center respond when interaction volumes exceed standard staffing levels.

Yes. Modernization can be structured around the bank’s operational, regulatory, and audit requirements. Whether moving from on-premises infrastructure to a private cloud, upgrading a Cisco environment, or introducing a Salesforce-led service model, the goal is to keep customer service operational and audit-ready throughout the transition.

Banks and credit unions may need contact center deployments that meet specific data residency, audit, and regulatory requirements. Bucher + Suter supports Cisco, Webex, and private cloud environments designed around the requirements that apply across European and North American jurisdictions.

Sensitive cases require clear ownership, consistent handoffs, and a complete record of what was done. Building that traceability into the contact center architecture reduces dependence on manual reconstruction and supports internal reviews and external regulatory scrutiny.

Let’s talk.

Bucher + Suter has helped banks, credit unions, and financial services organizations modernize service operations. Let’s see how we can help you.

Talk to an expert →