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Avaya Announces Video Teller Machine Solutions in China Market
Beijing, China - Avaya today announced Video Teller Machine (VTM) Solutions for China market, which will combine technologies and the VTM design concept from GRGbanking, the largest manufacturer of Automatic Teller Machines (ATM) in China, with Avaya video conferencing and contact center technologies and expertise. The solution will enable banks to provide richer and more flexible customer services, and more effectively implement "virtual" and remote banking.
The ATM market has been growing quickly in China.� Banks in China have deployed a total 415.6 thousand ATMs by end of 2012 - a significant increase from just a year prior.� VTMs will allow banks and consumers to expand the types of transactions they can conduct over ATMs, including more sophisticated ones such as credit card applications.
Through the VTMs announced today by Avaya, consumers can communicate with customer service agents of the banks using high-definition Scopia video, which comes from Radvision, an Avaya company. The integration of Avaya contact center technologies into the VTMs will help ensure that the video calls are routed to the right agents who can handle each consumer's request most effectively. If needed, the customer service agents can also initiate multi-party video conferences with colleagues and experts to solve customer issues together.
The VTM solution from Avaya will integrate high-definition scanning technology to support more sophisticated requests, such as application of credit cards. The applicants can scan the forms and fax them to the customer service agents through a dedicated window in the machine.
Since contact center agents can provide 24X7 services, VTMs give banks much more flexibility in providing customer service and expanding business. Most transactions that had to be handled in-person by bank staff members in the past can now be completed via VTMs, and at the convenience of the consumers.
VTMs can be put in the branch offices of banks, or in the offices of partnering securities and insurances companies. This will not only enable banks to provide better customer services, but also help them grow business more cost effectively
Quotes "VTMs will help banks to greatly enrich customer services, and more effectively expand business. It will also result in closer integration between customer contact centers and core businesses of banks. VTMs can play an important role in transforming contact centers from so-called 'cost centers' to 'profit centers'. To a certain extent, banks need to redefine the positioning of customer service center.� For consumers, they can enjoy much more convenient services."
John Wang, Managing Director, Greater China, Avaya
Tags China, bank, VTM, video, Customer Service, Radvision, Scopia
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