 | FINANCE INTRODUCTION: The case study presented in this page is about an example of success in the context of finance WCS platform. To reserve, we can‘t expose the name of the customer, but it can be presented as one of the largest Italian banks, surely one of the most active on the web. BUSINESS ISSUE: The aim pursued by the customer was to increase and improve the relationship with the customer. In this direction it was decided to use new media channels such as video calls and instant messaging (IM) or Chat. The user experience provided that the customer, once logged on the portal, had a chance to chat with a contact center operator, in the same way as the most popular IM systems. Established a communication via chat, it would be possible to scale into a VoIP Audio / Video communication ended on a skilled operator for this type of call. BUSINESS SOLUTION: These initial requirements are fully implemented by our platform WCS. The system in question is in fact capable of making available to the area of customer care of the customer, as part of UC, a series of communication channels such as: Chat Call Audio Call Audio / Video In this scenario the bank's customer has the possibility of end to end from the web with a person who can give answers to his questions and problems. The employment of this type of communication is via a try-bar mail in the private area of the portal. SYSTEM EVOLUTION: Given the success of the WCS, our client asked us to proceed with the expansion of the platform on mobile devices. One of the great qualities of the WCS is to check the availability of bandwidth and guarantee at least a VoIP audio call or a chat session. It’s important to specify that WCS on 3G technology is able to deliver a call Audio / Video Full screen on high quality on mobile devices. CUSTOMER BENEFITS: With the platform WCS client increased its communication channels, making itself as a leading bank of one to one communication on the web. Introducing itself as one of the first banks in the world to offer the opportunity to call, video/call and chat to the Banking Center through VoIP from mobile devices.In the first testing phase, without particular marketing activities, they moved about 10% of their traffic to the web, saving money and providing a great service to their customers |
