Bank of Moscow Implements Avaya Video-Enabled Contact Centre to Underpin New "Digital Office" Offering

24 Feb 2011
 
MOSCOW, Russia – Avaya, a global leader in enterprise communications systems, software and services, and Bank of Moscow, one of Russia's largest universal financial institutions, today announced that Avaya will underpin Bank of Moscow's new Digital Office branch format, first launched at the Bank's Moscow branch at 8 Tsverskaya Street.
 
Thanks to a combination of modern information technologies, and remote and interactive services, Bank of Moscow is creating a new level of banking services for corporate customers and individuals. Using Avaya's Video-Enabled Contact Centre, customers at the branch can now engage in 24/7 video consultations through Bank of Moscow's contact centre, helping them carry out typical banking activities in a self-service fashion, including account access, money transfers and payments. 
 
These video consultations are fully logged and managed via the Avaya Contact Centre solution, which allows Bank of Moscow to offer an extended range of services at times convenient to its customers – without the need for actual on-site staff to support these transactions.
 
The announcement is an extension of Bank of Moscow's existing relationship with Avaya. The Bank has been using Avaya Contact Centre technology, with Avaya Communication Manager and telephony, to underpin its leading multimedia contact centre.
 
"It only took four months to execute the entire project," said Oksana Smirnova-Krell, VP and Head of IT, Bank of Moscow. "By taking advantage of these new technology solutions and adding them to our existing scope of services, this year we expect to be able to roll them out across the network of branches in Moscow, and also in those regions where the branches are ready to manage the implementation."
 
"For the first time ever, citizens of Moscow have full, 24-hour access to the Bank's main services," said Vladimir Mishugin, Managing Director, IT, Bank of Moscow. "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. We are planning to increase the number of video ATMs in the future."
 
"Bank of Moscow is one of the industry's leaders in terms of implementing innovative IT solutions. We are confident that the Avaya Video-Enabled Contact Centre solution will allow Bank of Moscow to simplify and expedite the process of obtaining information for its customers and will help it to retain and increase customer loyalty and expand the Bank's customer base," said George Sanadze, Technical Director of Avaya in Russia & CIS. "Avaya is constantly striving to ensure that by using our technologies, our customers can ensure maximum customer satisfaction."
 
About Bank of Moscow
OAO "Bank of Moscow" (www.bm.ru) is one of Russia's largest universal banks that offers a diversified scope of financial services for legal entities and individuals. Today Bank of Moscow is rendering services to over one hundred thousand corporate customers and over nine million individuals. Among the Bank's corporate customers are some of the largest enterprises across various industries, as well as SMEC customers. The high reliability of the Bank of Moscow is confirmed by rankings published by international agencies. The Bank's long-term credit ranking is Baa2 according to Moody's Investors Service ranking, and BBB- according to Fitch Ratings.
 
About Avaya
Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit www.avaya.com.
 
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. Some of the key factors that could cause actual results to differ from our expectations include: our ability to develop and sell advanced communications products and services, including unified communications, contact centers and data solutions; our ability to develop our indirect sales channel; economic conditions and the willingness of enterprises to make capital investments; the market for advanced communications products and services, including unified communications and business collaboration solutions; our ability to remain competitive in the markets we serve; our ability to manage our supply chain and logistics functions; the ability to protect our intellectual property and avoid claims of infringement; our ability to effectively integrate acquired businesses into ours; our ability to maintain adequate security over our information systems and recover critical systems; environmental, health and safety laws, regulations, costs and other liabilities; our ability to mitigate risks associated with climate change; the ability to retain and attract key employees; risks relating to the transaction of business internationally; pension and post-retirement healthcare and life insurance liabilities; and liquidity and our access to capital markets. We caution you that the foregoing list of important factors may not contain all of the material factors that are important to you. For a further list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
 

Jay Barta, Media Relations

Avaya

972-745-5195

jbarta@avaya.com

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