Commercial Bank of Kuwait has started to adopt the smart-branch model by creating a flexible and cost-effective virtual banking system that would allow remote consultations via video kiosks — touchscreen PCs with connected headsets.
The system is based on TrueConf Server, a video conferencing software server. TrueConf’s premises-based solution operates in LAN/VPN and guarantees secure data storage and transfer, which is a strong requirement for the financial organization that handles sensitive personal information.
With TrueConf client applications installed in video kiosks, bank’s clients can directly contact remote call agents and solve their issues online. To maximize consultation effectiveness, operators are free to use collaboration tools to share necessary documents with clients.
The virtual banking system enables easy communication between clients and call center employees. More than 100 kiosks were installed to connect bank branches with the headquarters, while daily remote consultations are enjoyed by more than 1,700 clients throughout the country. Customers testify that queues at the branches were drastically reduced, while branch visit became a rather enjoyable experience.
“Thanks to TrueConf, we managed to deploy a budget-friendly video banking system that did not require complicated software, big-ticket equipment or large-scale developer support. By implementing TrueConf solution, we improved our quality of client service and optimized business processes with reduced costs”, said Bader Qamhieh, Head of IT Department at Commercial Bank of Kuwait.
“Video conferencing technology holds the key to the branch of the future”, says Dmitry Odintsov, TrueConf CBDO. “We are proud that TrueConf video conferencing helps create a new operating model for the bank branch, boost real-time customer engagement and deliver radically improved, inspiring customer experience”.