Email This Page to a Colleague

Bank of Moscow

24/7 Video-Enabled Contact Centre for Bank of Moscow

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.
 
Within the framework of the Digital Office project a video-enabled contact centre solution has been implemented to assist video consultations between customers and contact centre operators.
 
Challenge
Bank of Moscow currently provides services to more than 100,000  corporate customers and to more than 9 million private individuals. Bank of Moscow is using the Avaya communications platform which enables the Bank's offices to be combined into a single information network platform, with the aim of providing improved services to its customers.
 
Solution
For the first time ever, citizens of Moscow have full 24-hour access to the Bank's main services. The new Digital Office has been provided with video enabled contact centre, the Avaya solution enables the Bank's customers to engage in video consultations with the contact centre operators.
 
Value Created
  • The potential for expansion of the client interaction channels
  • The potential for lower customer service costs through higher levels of self-service
  • The potential for increased sales of sophisticated products through better accessibility to the Bank's services
"For the first time ever, citizens of Moscow have full, 24-hour access to the Bank's main services. 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."- Vladimir Mishugin, Managing Director, IT, Bank of Moscow