Avaya One Touch Video solution A video and collaboration solution for enterprise resources and remote Internet-based users With technology creating greater opportunities for collaboration, the possibilities to improve meeting efficiency, enable on-demand face-to-face meetings and offer remote customer service are changing at a rapid pace. It s no longer enough to interact by voice, chat or e-mail alone for either enterprise users or between customers and anyone in your enterprise. Live voice and video enables the ability to interact face-to-face via the Web, providing an efficient way to meet and surpass customer expectations. Better communication for Internet users Avaya One Touch Video enables personal voice, video and collaboration sessions between your company and your customers that have access to an Internet-connected PC or kiosk. Individuals can interact with you or anyone in your enterprise by simply selecting a link from your Web page, or even from an e-mail. Suitable for environments where experts are located at another site, Avaya One Touch Video can provide face-to-face connection between customers at a branch or storefront kiosk with Customer Service representatives. A call can also be easily routed to Customer Service, where agents and experts are equipped with the context needed to help. Context might include recent customer navigation on your Web site, in-process transactions, previous contacts and/or self-service attempts. This information proves invaluable in saving time and avoiding the frustration of retracing recent steps. It also improves the productivity of your staff, and provides insight for cross-selling or upselling opportunities to further satisfy customer needs. avaya.com 1
Benefits Face-to-face engagement When you send an e-mail inviting someone to call you via Avaya One Touch Video, that person can call your personal desktop video device, a room conferencing unit or even a videoconferencing bridge with the click of a button. And when customers visit your Web site, video customer service is just a click away. Cost savings while collaborating With Avaya One Touch Video, the time and money spent traveling to a meeting or customer site can be eliminated with simple click-to-video capability. The customer or associate simply selects a link from your Web site, or one sent directly to them in an e-mail, and a video session is established. This convenience can speed decision-making in closing sales (increasing revenue) or solving customer issues (increasing customer satisfaction). You and your customers will realize cost savings by eliminating Public Switched Telephone Network (PSTN) charges through this all-internet-based communications solution. Enhanced reputation By offering new ways to respond quickly and easily, your organization can develop a positive reputation for relationship building and customer service. Client-friendly Since Avaya One Touch Video is a browser-based application, customer interaction is simple and fast. Your customers just click a link in an e-mail or on your Web site, and they are connected automatically. Personal assurance For peace of mind, you can conduct a pre-session testing of a user s microphone and camera. The customer can even see a display of audio controls, call and disconnect buttons, and user statistics. Additional customer service benefits Interact one-on-one from your Web site Agents are available for one- or twoway voice or video conversation, text chat, or to share desktop content, still images, videos and other applications. A separate contentsharing window and a text chat window are available to enhance the collaboration session. Better customer correspondence Agents and experts receive both external and internal context, such as Web pages visited, self-service attempts and previous contact history. Context improves knowledge of the customer, creates higher loyalty and reduces the time it takes to assist the customer. 2 avaya.com
Continuous context If an agent needs to transfer a call, all video, audio, document sharing and text chat controls are also transferred to that next agent. When conducting three-way conferencing, the primary agent retains control, and only audio is shared between members of the session. Lower cost of investment Adding video collaboration capability to your contact center can reduce your upfront investment since you can leverage skills and routing infrastructure that are already in place. Additional savings can be realized with ongoing management and administration. Improved quality control in customer engagements By routing Web-based customer engagements through your standardized and centralized contact center, you can deliver multimodal, reliable messaging and service while leveraging existing contact center resources for staffing, reporting, workforce management and quality assurance to provide a consistent customer experience. Call routing When a customer initiates a session, the request is sent to the Avaya Aura Contact Center or Contact Center Elite for Avaya Aura Communications Manager as an incoming Session Initiation Protocol (SIP) voice and video call, where it is routed to an agent or expert. At any time during the call, the customer can receive self-help still pictures, Flash content or prerecorded video content, even while waiting in queue. Broad range of industry uses Avaya One Touch Video has a wide number of potential applications, spanning multiple industries. Imagine how Avaya One Touch Video could change the way you conduct business. Enterprises Collaborate with customers, vendors and suppliers outside of your network Healthcare Conduct a remote patient consultation Help Desk Enable a customer to see exactly what you re describing with relevant video demonstrations Pharmaceutical Provide on-demand live support from drug representatives to doctors Financial Conduct banking transactions online, or provide specialty services directly to a branch Retail Provide specialized in-store service from your expert staff or directly from a partner or product manufacturer Learn more To learn more about the Avaya One Touch Video solution, contact your Avaya Account Manager or Authorized Partner or visit us at www.avaya.com/innovations and www.avaya.com/video. avaya.com 3
About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information, please visit www.avaya.com. 4 avaya.com 2014 Avaya Inc. All rights reserved. All trademarks identified by,, or SM are registered marks, trademarks and service marks, respectively, of Avaya Inc. 04/14 GCC4825-1
24/7 Video-Enabled Contact Centre for Bank of Moscow
24/7 Video-Enabled Contact Centre for Bank of Moscow Thanks to a combination of modern information technologies and remote and interactive services, Bank of Moscow is creating a new level of banking services for corporate customers and individuals. Within the framework of the Digital Office project a video-enabled contact centre solution has been implemented to assist video consultations between customers and contact centre operators. Challenge Bank of Moscow currently provides services to more than 100,000 corporate customers and to more than 9 million private individuals. Bank of Moscow is using the Avaya communications platform which enables the Bank's offices to be combined into a single information network platform, with the aim of providing improved services to its customers. Solution For the first time ever, citizens of Moscow have full 24-hour access to the Bank's main services. The new Digital Office has been provided with video-enabled contact centre, the Avaya solution enables the Bank's customers to engage in video consultations with the contact centre operators. Value Created The potential for expansion of the client interaction channels The potential for lower customer service costs through higher levels of self-service The potential for increased sales of sophisticated products through better accessibility to the Bank's services 2 avaya.com/emea
24/7 Video-Enabled Contact Centre for Bank of Moscow Moscow, Russia Bank of Moscow is one of the industry's leaders in terms of implementing innovative IT solutions and currently provides services to more than 100,000 corporate customers and more than 9 million private individuals. Bank of Moscow uses the Avaya Communication Manager platform which enables the Bank's offices to be united into a single information network. With the aim of providing ultimate service quality to its customers, the Bank has implemented a video-enabled contact centre solution. "For the first time ever, citizens of Moscow have 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 fully-featured video call between our customers and our multimedia contact centre. This kind of approach to setting up "For the first time ever, citizens of Moscow have full, 24-hour access to the Bank's main services. 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." Vladimir Mishugin, Managing Director, IT, Bank of Moscow 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." The project has been implemented within the framework of the new Digital Office project which enables the Bank's customers to receive an expert consultation at any time of day. Through Digital Office, a unique project using a combination of sophisticated information technologies, remote and interactive services, Bank of Moscow has changed the traditional image of banking services provision to private and corporate customers. New standards of banking services provision Through the package of services provided by the Digital Office, customers at the branch can now engage in 24/7 video consultations through Bank of Moscow's contact centre and carry out typical banking activities in a self-service fashion, including account access, money transfers and payments. The Bank of Moscow runs a modern Customer Remote Servicing Centre (CRSC) and has implemented a corporate telephony project based on a single Avaya communications platform. Bank of Moscow is one of the industry's leaders in terms of implementing innovative IT solutions. The world around us is changing at an ever faster rate and customers want the banks to change in the same way. Avaya is "Bank of Moscow is one of the industry's leaders in terms of implementing innovative IT solutions. Avaya is committed to catering for the needs of companies and offers new solutions and technologies oriented towards multi-channel interactive communications." Georgui Sanadze, Technical Director for Russia and CIS, Avaya committed to catering for the needs of companies and offers new solutions and technologies oriented towards multi-channel interactive communications", said Georgui Sanadze, Technical Director of Avaya for Russia and CIS. Having reviewed the options available on the market, Bank of Moscow selected Avaya to provide the video-enabled contact centre solution because it was the solution more closely aligned to the Bank's goals and it also enabled integration into the existing infrastructure based on Avaya solutions. "It only took four months to execute the entire project", noted 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 avaya.com/emea 3
in Moscow, and also in those regions where the branches are ready to manage the implementation". It took only three weeks out of the four month project to introduce the video-enabled contact centre solution. The required applications were deployed both at Bank of Moscow cash machines and at the contact centre where the operators' workstations were equipped with video cameras. The system was tested, the video call queue routing was then adjusted and the video sessions between the client and the contact centre agent were successfully executed. Video consultations at the Contact Centre The Bank's Digital Office service package ensures convenient 24/7 management of accounts and services. If a customer has a query, he/she may contact a specialist at any time and receive the required information using the two-way video communications. The information menu may be viewed using the video IVR service. Video calls are fully integrated into the database and expand the options of communication with the customer. Like all other queries addressed to the contact centre, their duration is tracked and can be monitored. In the past customers had to contact the Bank's offices to carry out money transactions on their accounts, now they can conduct the necessary transactions themselves. The Avaya solution has enhanced accessibility to the Bank's services and offers the potential to increase the sales of sophisticated products by the offices thanks to access to expert resources. As a result, the video-enabled contact centre has helped enable Bank of Moscow to meet its strategic goals of expanding its channels of interaction with its clients and increasing its operational efficiency. Applications Avaya Aura Call Center Elite Avaya one-x Communicator Avaya Call Management System Services APS one-x control implementation Video queue routing implementation About Bank of Moscow OAO "Bank of Moscow" (www.bm.ru) is one of Russia's largest universal banks that offers a diversified scope of financial services for legal entities and individuals. Today Bank of Moscow is providing services to over 100 thousand corporate customers and over 9 million individuals. Among the Bank's corporate customers are some of the largest enterprises across various industries, as well as SMEC customers. The high reliability of the Bank of Moscow is confirmed by rankings published by international agencies. The Bank's long-term credit ranking is Baa2 according to Moody's Investors Service ranking, and BBBaccording to Fitch Ratings. About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centres, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com/emea. 2011 Avaya Inc. All rights reserved. Avaya and Avaya logo are the trademarks of Avaya Inc. and are registered in USA and other countries. All trademarks with symbols, SM or TM are, respectively, registered product marks, service marks or trademarks, of Avaya Inc. All other trademarks belong to the respective owners. Avaya may also have title to the trademark and other terms used herein. Mention of the company Avaya also implies the mention of the corporate solutions department of the company Nortel purchased by Avaya on December 18, 2009. 09/11 GCC4807UK 4 avaya.com/emea