Rozwiązania dla banków i instytucji finansowych

Video-Based Banking

With video-based banking, Wincor Nixdorf offers an all-embracing solution that will make expert knowledge available where it is needed. It speeds up business processes and makes them more transparent, while at the same time improving the efficiency of personal consultations with the customer. Video-based banking facilitates competent, speedy and personal consultation using electronic sales channels.

There are several different installation/ solution scenarios within the framework of video-based banking:

• Video-based banking can be used to bring real estate, building loan or securities experts into the branch by videoconference. The customer consultant in the branch connects and chairs the meeting, while at the same time maintaining a personal relationship with the customer. Experts are available quickly and easily on demand, even for queries that only take a few seconds. The possibility of viewing and processing applications together (application sharing) ensure that the expert can display and comment upon the applications on the customer consultant's workstation without having to install the applications there. In addition, documents, expert opinions or charts can also be printed. This facilitates complete and comprehensive customer advice in the branch right up to the point at which the contract is concluded.
• Self-service systems enable the customer to use video-based banking to communicate with a consultant directly from the self-service terminal. The self-service video conference interface can be started at the press of a button. The customer sees the consultant live on the screen and can communicate with him using a telephone handset. Video-based banking allows the consultant to control the applications on the self-service terminal (application sharing) and thus to discuss documents together with the customer.
• The videoconference software client establishes a videoconference connection between an interested party on his PC at home and a consultant or call center agent of an Internet provider. This means that a perfectly normal consultation meeting can also be held via the Internet, so that even complex products can be made available and sold via the Internet. The customer decides how to communicate with the consultant or call center agent, whether with visuals or purely with audio signals, in chat mode, anonymously or openly. The technical infrastructure on the customer side is taken into account, so that either an audio/ videoconference, audio conference or online communication in chat mode is possible.
• In the future, even customer consultants working in the field will be able to call on the experts when they need them because UMTS will provide the bandwidths for videoconferencing via the mobile phone network. Special queries can be clarified directly and business can be concluded at the local level.
• The Video Call Distribution Server creates the prerequisites for building up a central pool of experts in the form of a Video Call Center. Consulting expertise is brought together in a call center and the assignment of experts is automated. The Video Call Distribution Server administers human resources, handles call switching and forwarding and has interfaces with directory services and external ACD servers (Audio Call Distribution) for extending existing call center solutions to include video functions.

Video-based banking is a solution with which banks can gain benefits in terms of quality, cost and time when it comes to sales, customer consultation and management:

• Highly qualified personal consultation in the smallest branches, in the field, at self-service terminals and via the Internet.
• Sale of complex products and services via the electronic sales channels provided by self-service and the Internet.
• Long-standing trust between the customer and a personal consultant in the branch are combined with the deeper knowledge of highly qualified experts.
• Well-qualified advice enables customers to make informed decisions without having to wait a long time.
• Banks can use telelearning to prepare their employees for new market requirements, ensure the best possible availability of the specialized knowledge within the company, while at the same time carrying out long-distance negotiations aimed at concluding a deal.
• There is a huge potential for savings through less expenditure of personnel in the branches, and reduced qualification effort in the branches and in the field, thanks to improved utilization of expert capacity.
• Banks with several subsidiaries are provided with a powerful communication mechanism that facilitates short response time, optimized coordination processes and considerable savings in terms of time and travel costs.