Bank of Moscow brings call centre staff to the branch via video conferencing
24 February 2011 | 9636 views | 0
Bank of Moscow is rolling out video conferencing technology from Avaya at branches so that customers can to talk to call centre staff 24 hours a day.
The technology underpins the bank's "digital office" format, letting customers carry out video consultations with contact centre staff, helping them with activities such as account access, money transfers and payments.
Consultations are fully logged and managed via the Avaya Contact Centre system, which allows Bank of Moscow to offer services at times convenient to its customers - without the need for actual on-site staff.
The technology has already been installed at one Moscow branch and is now being rolled out across the city as well as some surrounding regions.
Vladimir Mishugin, MD, IT, Bank of Moscow, says: "This is not just a video ATM - it is a full-featured video call between our customers and Bank of Moscow's multimedia contact centre. This kind of approach to setting up video-communications between customers and the Bank's agents supports our customers' banking needs, and the systems ensure scalability across our network."