Commercial Bank of Kuwait is linking remote branches with a video banking system from TrueConf.
The video banking system connects kiosks at 68 branches to a central contact centre, to allow customers to interact with customer care agents.
The roll out is part of the adoption of smart branches for Commercial Bank of Kuwait, which will utilize a more flexible and cost-effective virtual banking system.
Over 100 kiosks, which are equipped with touchscreen PCs and headsets, have been deployed to enable remote consultations with agents. The system is based on TrueConf Server, a video conferencing software server. TrueConf's premises-based solution operates in LAN/VPN and guarantees secure data storage and transfer, which is a strong requirement for the financial organisation that handles sensitive personal information.
With TrueConf client applications installed in video kiosks, bank's clients can directly contact remote call agents and solve their issues online. To maximize consultation effectiveness, operators are free to use collaboration tools to share necessary documents with clients.
The virtual banking system enables easy communication between clients and call centre employees. More than 100 kiosks were installed to connect bank branches with the headquarters, while daily remote consultations are enjoyed by more than 1,700 clients throughout the country. Customers testify that queues at the branches were drastically reduced, while branch visit became a rather enjoyable experience.
"Thanks to TrueConf, we managed to deploy a budget-friendly video banking system that did not require complicated software, big-ticket equipment or large-scale developer support. By implementing TrueConf solution, we improved our quality of client service and optimized business processes with reduced costs," said Bader Qamhieh, Head of IT Department at Commercial Bank of Kuwait.
"Video conferencing technology holds the key to the branch of the future", added Dmitry Odintsov, TrueConf CBDO. "We are proud that TrueConf video conferencing helps create a new operating model for the bank branch, boost real-time customer engagement and deliver radically improved, inspiring customer experience."