City-based Commercial Banks across China Adopt Avaya Video Teller Machine Solutions to Accelerate Expansion and Customer Service

17 Mar 2014
Beijing, China – An increasing number of city-based commercial banks across China are adopting an Avaya Video Teller Machine (VTM) Solution to provide richer and more flexible customer service, and to cost-effectively expand their presence.  Among these banks are Hengshui Bank in Hebei Province and Jinzhong Bank in Shanxi Province.
By integrating Automatic Teller Machines (ATMs) with video conferencing and contact center technologies, the Avaya VTM solution enables banks to provide automated access to most transactions that customers can complete in branch offices. This includes relatively sophisticated transactions such as a new credit card application.  In addition, customers can access services from these VTM machines 24/7, unlike branch office resources.
Hengshui Bank is installing a number of VTMs in locations outside the city to attract and better serve rural clients.  These VTMs function as virtual branches where customers can conduct both cash and non-cash transactions, and are customized to meet the needs of the rural clients.  For example, apart from bank card services, customers living in the countryside around Hengshui have high demand for deposit books and certificates of deposit.  Clients will be able to complete businesses related to these transactions on VTMs, saving a time consuming trip into the city.
Jinzhong Bank of Shanxi Province also allows its clients to apply for credit cards from the VTMs.  Customers just need to sign the documents and scan them; the system will send the documents to back office staff who will then review these documents and issue credit cards if all requirements are met.  
China had 144 city-based commercial banks by the end of 2012. Compared to their competitors, including state-owned and national commercial banks, city-based commercial banks are usually much smaller in size – but this sector grew faster than China’s overall banking industry in 2012.*
"City-based commercial banks in China are eager to adopt new communications technologies so as to more effectively compete with their larger rivals.  The Avaya VTM solutions provide a great opportunity for them to increase market coverage without the necessity to build physical branches.  At the same time, the solution provides a way for them to offer new and innovative services to their customers."
- John Wang, Managing Director, Greater China, Avaya
China, city commercial bank, VTM, video, Customer Service, Scopia
*Banker magazine, September issue of 2013
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Michael Miao