Jiangsu Branch of Agricultural Bank of China Builds Video Contact Centre with Avaya Solutions 

13 Sep 2012
  • Customers are able to interact with agents through video-enabled computers
  • Bank plans to extend the service through video-enabled ATMs
  • Video contact centre to drive richer customer experience and higher customer satisfaction
Beijing, China – Avaya, a global provider of business collaboration and communications solutions and services, today announced that the Jiangsu Branch of the Agricultural Bank of China (ABC Jiangsu Branch) has established a video contact centre with Avaya solutions in order to further enhance its customer service. 
 
Clients will now be able to interact with customer service agents through video-enabled computers placed in the outlets of ABC Jiangsu Branch.   Avaya one-X® Communicator is integrated in the computers and customers can easily connect with agents with just one click. The video contact centre agents are equipped with Avaya one-X® Agent which can effectively support video communication, and helps agents drive first call resolution and high customer satisfaction. 
 
Enterprise customers of ABC Jiangsu Branch can access the video contact centre service from their own video-enabled devices, such as computers and IP telephones.
The bank plans to install video-enabled ATMs in about 100 locations in the future, which will also integrate Avaya one-X Communicator.  Customers can interact with contact centre agents with one touch on the screen.  ABC Jiangsu Branch expects to further expand the system so that any customers can use the service via 3G networks. The video contact centre will also be integrated with the bank's existing 95599 customer service hotline in the province.
 
Apart from Avaya one-X Communicator, ABC Jiangsu Branch has also deployed Avaya Aura® Communication Manager and Avaya Aura® Session Manage. Avaya Aura Communication Manager is an open, extensible IP telephony platform with rich features, and can support both SIP and non-SIP environments.  Avaya Aura Session Manager’s SIP based routing provides more centralized control capabilities and significant improvements in scale and redundancy.   It provides ABC Jiangsu Branch with the ability to quickly and easily distribute new and enhanced applications to the agents.
 
Avaya Aura® Experience Portal, an open source platform for coordination of all automated voice and multimedia services and applications, was also adopted to facilitate video self service. 
 
This announcement highlights Avaya's commitment to bringing The Power of We™ to every Avaya customer to help drive faster collaboration, smarter decisions and better business results.
 
Quotes
"Financial institutions in China are keen to enhance customer experience amid fierce competition and evolving customer demands.  We have seen strong interest from the market on video technologies, and forerunners like ABC Jiangsu are already integrating video as a critical part of their customer service strategy.  This has the potential to bring customer service to the next level, and give these institutions a service advantage in a fiercely competitive market."
— John Wang, Managing Director, Greater China, Avaya
 
Tags
Bank, China, one-X agent, one-X Communicator, video contact centre, Aura
 
About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
 
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