Contact Center Solutions Featured Article

September 14, 2012

Avaya Enables Chinese Bank to Build Live Video Call Center

By Tracey E. Schelmetic

TMCnet Contributor

Did you ever imagine doing your banking face-to-face with a bank teller…over video conferencing? When you think about it, it makes sense. It allows for interpersonal communication and guidance by a live bank employee, but at the convenience of both the customer and the bank, and without any travel.

Communications solutions provider Avaya (News - Alert) is announcing that the Jiangsu Branch of the Agricultural Bank of China (ABC Jiangsu Branch) plans to do just that: establish a video contact center with Avaya solutions in order to further enhance its customer service. Once the implementation is complete, bank customers will able to interact with bank agents through video-enabled computers.

Avaya said in a statement that it will ultimately extend the service to video-enabled ATMS, building a video contact center that will drive richer customer experience and higher customer satisfaction rates.

Clients will now be able to interact with customer service agents through video-enabled computers placed in the outlets of ABC Jiangsu Branch. Avaya one-X Communicator is integrated in the computers and customers can easily connect with agents with just one click.

The video contact center agents are equipped with Avaya one-X Agent which can effectively support video communication, and helps agents drive first call resolution and high customer satisfaction.

Customers of ABC Jiangsu Branch can access the video contact center service from their own video-enabled devices, such as computers and IP telephones. The bank plans to install video-enabled ATMs in about 100 locations in the future, which will also integrate Avaya one-X Communicator. Customers can interact with contact center agents with one touch on the screen.

ABC Jiangsu Branch expects to further expand the system so that any customers can use the service via 3G networks. The video contact center will also integrate with the bank's existing 95599 customer service hotline in the province.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Braden Becker

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