Contact Center Solutions Featured Article

Bank of America to Expand Videoconferencing to 500 Branches

May 29, 2014

In March of 2010 Bank of America (BoA) and Cisco (News - Alert) announced an agreement that would deploy the largest network of Cisco TelePresence systems with 200 units across the bank's global operations. The high-definition video and audio technology already delivers face-to-face meetings for banking officials, but the bank expanded this service to its customers in a pilot program two years ago. That program was tested in 85 branches and it resulted in more than 10,000 conversations between customers and bank employees. The success of the video conferencing solution led the bank to expand it to 500 branches across the US.

According to the bank there has been a dramatic shift to mobile and online technologies by its customers, and the adoption of the telepresence technology is going to take advantage of human resources in locations where foot traffic has been declining. It was noted that it is not financially feasible for the bank to have specialist associates with full time roles in these branches. Instead these specially trained employees can be part of the telepresence workforce providing solutions for customers across the country.

Bank of America is looking to give its customers the ability to interact with small business bankers, mortgage specialists and financial advisors remotely. This will allow the bank to deliver more services to more people by adapting to the changing banking behavior of its customers.

The bank used the Cisco CTS (News - Alert) 500 and EX90 conferencing platforms to deliver a personalized service, which according to bank officials customers found to be very human and flexible.

"We are able to bring our expertise closer to our customers with face-to-face interaction provided through our partnership with Cisco," said Rob Auleback, Bank of America's ATM channel and retail distribution executive.

The Cisco TelePresence System 500 provides immersive, multipurpose, and personal endpoints for applications in different environments. Some of the features and benefits are:

  • Resolutions of 1080p and 720p on a premium 32-inch screen to help ensure telepresence is clear and natural.
  • High-quality camera with high-definition (HD) images that auto-retracts when not in a call, leaving the full screen available for multipurpose use.
  • Full-duplex, CD-quality audio provides a rich audio experience with no perceivable latency and no interference from mobile devices or cell phones.
  • An advanced two-dimensional microphone array for additional audio clarity.
  • Integration with the network ensuring reliability with high availability, security, and quality of service (QoS) and a highly secure communication enabled through encryption of both video and call signaling.
  • Supports any-to-any interoperability with standard- and high-definition videoconferencing endpoints, and collaboration with desktop video applications, such as Cisco WebEx meeting applications and the Cisco Digital Media System.

The EX 90 is the first personal telepresence system with Full HD visual and audio quality, with an easy to use touchscreen interface and a built-in document camera feature. It has integration with UCM to enable features such as voicemail indicator, single number reach, and ad-hoc conferencing with immediate connectivity to anyone regardless of system-soft client.




Edited by Peter Bernstein

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review

As the wealth of news and insights in the Contact Center Solutions Community attests this week what is typically called "The Dog Days of Summer," in the Northern Hemisphere is a mischaracterization. There was plenty to report on to say the least. [ Read More ]
08/23/2014

Interactive Intelligence Foundation to Raise Funds for At-risk Youth

Interactive Intelligence Foundation fund raiser for at-risk youth to feature IndyCar driver Ed Carpenter. [ Read More ]
08/22/2014

Australian Consumers Vent more online about Poor Customer Experiences

Australian consumers are more inclined to express their customer service views online than those in UK and US. [ Read More ]
08/22/2014

Interactive Intelligence Campaign Donates Over 500 Goats to Impoverished Communities

In late 2011, customer experience solutions provider Interactive Intelligence launched a very interesting campaign to get executives to speak with their sales people. In conjunction with international charity Oxfam, if you met with Interactive Intelligence, Oxfam would donate a goat to a needy family in an impoverished community in one of the many developing world countries where it operates. [ Read More ]
08/21/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!