Industries

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.

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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.

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.

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.

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.

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:

#01 Customers can connect across voice and digital channels without friction

#02 Interactions are routed securely and efficiently to the right teams the first time

#03 Routine requests are resolved quickly; sensitive cases get the personal attention they require

#04 Service teams have real-time visibility across interactions, cases, and performance

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

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.

Secure, compliant contact center environments for financial services

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.

Omnichannel service operations that hold up at scale

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.

Contact center, CRM, and backend integration that reduces risk and friction

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.

Modernization paths that protect stability and compliance

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.

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."

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.