INTELLIGENT VERTICAL: FINANCE AND BANKING
T
he Commercial Bank of Kuwait has
deployed TrueConf’s video banking
system to connect 68 remote bank
branches with its headquarters and enable
communication between customers and call
centre agents.
The traditional bank branch as we know
it, with managers and tellers huddled in
cubicles working on desktop computers, is
due for change.
The rise of digital technologies marks the
reinvention of traditional banking operations
and the advent of the smart branch, which
utilises technology to boost sales and
improve customer experience.
This new approach transforms the way
a bank branch operates, reduces queues,
lowers real-estate requirements and alters
customer interaction.
The Commercial Bank of Kuwait has
started to adopt the smart-branch model
by creating a flexible and cost-effective
virtual banking system that would allow
remote consultations via video kiosks and
touchscreen PCs with connected headsets.
The system utilises the 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, the bank’s clients can directly
contact remote call agents and solve their
issues online.
To maximise 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.
“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 optimised business
processes with reduced costs,” said Bader
Qamhieh, Head of the IT Department at
the 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, boosts real-time
customer engagement and delivers radically
improved, inspiring customer experience.”
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. The Commercial Bank of Kuwait was
established in 1960. It is the second oldest
bank of Kuwait and plays a major role in the
financing of retail and commercial projects.
Customers testify that queues at the branches
were drastically reduced, while a branch visit
became a more enjoyable experience. TrueConf equips desktops, mobiles and
meeting rooms with high quality video
conferencing and collaboration capabilities. n
COMMERCIAL BANK OF
KUWAIT LAUNCHES VIRTUAL
BANKING SYSTEM POWERED
BY TRUECONF
www.intelligentcio.com
INTELLIGENTCIO
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