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ASB Bank pilots customer video conferencing facility for PC and mobile

05 September 2012  |  6332 views  |  1 Hands on keyboard

New Zealand's ASB Bank has teamed up with local tech company FaceMe to develop a video conferencing service that enables customers to talk to specialist staff from their PC.

The FaceMe system, which works with almost all computers without the need for downloading additional software, connects customers directly to ASB over a secure video-conferencing system.

Users can make a video-call appointment in advance by phone, e-mail or in-branch and then connect to a banking specialist at the appointment time through an e-mail link that automatically starts the session.

The service also offers the secure sharing of documents, meaning banking arrangements can be changed or confirmed without having to go into a branch.

ASB says it expects the technology to prove popular for customers wanting to discuss insurance, home loans and business lending and will offer greater flexibility to small firms, who will be able to talk directly with their banker outside of normal hours.

Testing for the system has been carried out and a pilot is now in place ahead of a full roll out while a mobile option is expected to arrive in the next few months.

Ian Park, executive GM, retail and business banking, ASB, says that "video technology has matured to the point where lifelike video conversations, combined with live document sharing can provide a rich and satisfying experience for customers".

Comments: (1)

Ketharaman Swaminathan
Ketharaman Swaminathan - GTM360 Marketing Solutions - Pune | 07 September, 2012, 14:11

And this wasn't possible using WebEx, Go To Meeting and literally scores of other web conferencing solutions that have been around for 10+ years? Before ASB Bank / FaceMe point to "without the need for downloading additional software" as the secret sauce of their system, they'd have to pardon my skepticism: Many vendors have made the same claim in the past. But, when the rubber hits the road just minutes before the conference is due to start, they all ask you to install a "plugin", "framework" or something else that's not "software" to them but, to you, they're no different.

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