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Bank of Moscow Implements Avaya Video-Enabled Contact Centre to Underpin New “Digital Office” Offering

Posted on Feb 28 2011
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 Using Avaya’s Video-Enabled Contact Centre, customers at the branch can now engage in 24/7 video consultations through Bank of Moscow’s contact centre, helping them carry out typical banking activities in a self-service fashion, including account access, money transfers and payments.

These video consultations are fully logged and managed via the Avaya Contact Centre solution, which allows Bank of Moscow to offer an extended range of services at times convenient to its customers – without the need for actual on-site staff to support these transactions.
The announcement is an extension of Bank of Moscow’s existing relationship with Avaya. The Bank has been using Avaya Contact Centre technology, with Avaya Communication Manager and telephony, to underpin its leading multimedia contact centre.
“It only took four months to execute the entire project,” said Oksana Smirnova-Krell, VP and Head of IT, Bank of Moscow. “By taking advantage of these new technology solutions and adding them to our existing scope of services, this year we expect to be able to roll them out across the network of branches in Moscow, and also in those regions where the branches are ready to manage the implementation.”
“For the first time ever, citizens of Moscow have full, 24-hour access to the Bank’s main services,” said Vladimir Mishugin, Managing Director, IT, Bank of Moscow. “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. This kind of approach to setting up video-communications between customers and the Bank’s agents supports our customers’ banking needs, and the systems ensure scalability across our network. We are planning to increase the number of video ATMs in the future.”
“Bank of Moscow is one of the industry’s leaders in terms of implementing innovative IT solutions. We are confident that the Avaya Video-Enabled Contact Centre solution will allow Bank of Moscow to simplify and expedite the process of obtaining information for its customers and will help it to retain and increase customer loyalty and expand the Bank’s customer base,” said George Sanadze, Technical Director of Avaya in Russia & CIS. “Avaya is constantly striving to ensure that by using our technologies, our customers can ensure maximum customer satisfaction.”
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