Remote Banking Construction for a Nationwide Joint-Stock Commercial Bank
This project involved upgrading the existing AVAYA + Genesys platform and rebuilding the application system. The new solution adopts the Genesys Total platform integrated with Vidyo video technology. It supports omnichannel access and incorporates intelligent features such as chatbots, voice navigation, smart maps, and a bank-wide intelligent knowledge base, forming a comprehensive smart customer service system.
The first phase took over the legacy phone banking and credit card voice service systems, and rebuilt an internet-based smart customer service platform supporting voice, text, and video interactions. Leveraging “video interaction” technology, the bank launched a remote video banking service (VTM) with full functionality and a counter-like experience, enabling in-person services for customers in rural hubs and residential communities.
The successful launch of the smart customer service platform unified the phone banking services for debit and credit operations. This significantly reduced misrouted calls caused by incorrect line selection, leading to a notable reduction in call volume and associated labor costs. Within the first two months post-deployment:
Monthly misrouted call volume dropped by 24% on average.
Average monthly call connection rate improved by 5% over industry-leading levels.
The bank is projected to save approximately RMB 600,000 annually.
Moreover, the platform has laid a strong foundation for future marketing campaigns and new customer engagement channels.