Avaya announces VTM solutions for China market
Apr 12, 2013 (Datamonitor via COMTEX) --
Avaya Inc., a provider of business collaboration and communications solutions, has announced video teller machine, or VTM, solutions for China market, which will combine technologies and the VTM design concept from GRGbanking, a manufacturer of automatic teller machines, or ATM, with Avaya video conferencing and contact center technologies and expertise.
According to Avaya, VTMs will allow banks and consumers to expand the types of transactions they can conduct over ATMs, including sophisticated ones such as credit card applications. Through the VTMs 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 effectively. If needed, the customer service agents can also initiate multi-party video conferences with colleagues and experts to solve customer issues together, the company added.
The VTM solution from Avaya will integrate high-definition scanning technology to support requests, such as application of credit cards. The applicants can scan the forms and fax them to the customer service agents through a window in the machine. Since contact center agents can provide 24X7 services, VTMs give banks 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. VTMs can be put in the branch offices of banks, or in the offices of partnering securities and insurances companies, Avaya reported.
"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," said John Wang, managing director, Greater China, Avaya.
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