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“ In Q1 2016, Efma, a not-for-profit association of 3,300 retail financial services companies in more than 130 countries, and Vidyo, a leading visual collaboration provider Vidyo conducted a series of Think Tank meetings to understand the role that video banking plays in the digital transformation of banks. Sixty-three banking professionals from 24 countries participated in the meetings.
Additional quantitative data was collected regarding attitudes toward video banking via an online survey that was conducted in Q1 2016.Respondents included 136 bankers from 52 countries. This report consolidates the outcomes of these two activities and integrates primary information gathered from Vidyo’s experience in implementing video banking systems with banks around the globe.
The results of our survey strongly suggest that video bank solutions would be a welcome addition to existing options, with 93 percent of survey participants responding that they felt video banking would have a “Positive” or “Strongly Positive” impact on customer satisfaction.
This indication of consumer enthusiasm and high level of interest in video banking makes perfect sense considering how today’s free video conferencing apps such as Google Hangouts, Skype and Facetime are being embraced by the general public as a trusted and effective means of communication. The time is now for the widespread adoption of video banking…..” culled from a publication from Vidyo and Efma.
Bringing it back home they also stated that “When customers and bank staff engage in banking transactions or consultations through remote video collaboration sessions, there seems to be an obvious solution as it offers more convenience to customers, since they can make their transactions from the comfort of their homes instead of traveling to the bank.
A choice not available for non-resident Nigerians and like they rightly pointed based on the trends and adoption , the time is now! Providing live online video interaction to your customers enriches the customer journey and builds trust and brand loyalty. Using the VidyoWorks API’s and contact center reference design, We can video enable your high value client services in as little as a few weeks, without in-house video technology expertise. Ease of use and convenience flatten the adoption curve.
Employees are quickly proficient and there’s no intimidation factor for clients to interact over video. They simply click, join and have highly personal and effective interactions with your organization’s customer care professionals.
Video banking enables new and valuable engagement opportunities, such as the ability to include people who would not be able to attend in-person meetings, like remote subject matter experts or customer family members.
Verifiable Banking references according to the publication by Vidyo: put Video Banking as the next best thing in Banking. Please read on:
“One successful early adopter of online video banking is IndusInd Bank, one of the fastest growing next-generation private sector banks in India. Induslnd launched their Video Branch service in June 2014, and made it available to their customers via desktop and mobile devices.
IndusInd Bank customers are now able to connect with their branch manager, relationship manager or with a centralized video branch executive. Patrons of the bank who are not residents of India are also able to experience this personalized video banking service from outside the country.
“Our Video Branch ‘face-to-face’ online banking customer service, powered by Vidyo, is the next frontier of banking and brings our branch managers and centralized banking services closer to our customers with highly personal interaction. VidyoWorksTM is the only solution that could deliver on the promise of high quality connectivity from any location, on any device over any network and we are pleased to offer this very high-quality, easy to use service to our customers.”…….. Romesh Sobt (Managing Director and CEO,IndusInd Bank).
The offering encompasses all banking services that had previously been only available via IndusInd Bank Phone Banking. Additionally, Bank customers can choose to make other kinds of financial transactions such as opting for fixed deposits or recurring deposits, or transferring funds through NEFT and RTGS.
The Induslnd Bank launch was supported by an extensive nationwide advertising campaign and the new service is now positioned as a key innovation, creating a competitive advantage for the bank. Since the launch, IndusInd had seen a
massive ramp-up of the service and by mid-2015 the system was supporting 1,000 daily video calls and experiencing higher than 65 percent repeat usage.
Also see the extract on another Video banking reference : “Barclays Bank. To provide a new, secure, video-based service so that their customers could engage in banking activities wherever and whenever, Barclays Retail Bank launched its Video Anywhere service in the U.K. in December 2014. Today, in addition to the availability of bank representatives in a growing number of Barclays branches, the 24/7 service offers customers to speak to a video banker that can be accessed via smartphone, tablet or computer at a time and place convenient to them. At Barclays, video banking has become a powerful tool in deepening relationships with Clients and Customer; allowing multiple video bankers to be in one place enabling quick and easy sharing of best practice whilst also providing workforce flexibility without the constraints of the traditional Retail Network operating times.
The Barclays Video Anywhere service, initially offered only to Barclays Premier customers, will soon be available to the broader Barclays customer base. The phased roll out over the next 6 months targeting specific customer profiles such as frequent retail network users, digitally savvy but nervous adopters and
customers with accessibility requirements”.
Simon Separghan, Director of Global Contact Centres & Omni Channels of Barclays Retail Bank was also quoted in this report that “Customers continue to demand human touch and empathy and there is significant benefit to provide not only a voice, but a face of Barclays. The majority of our customers who experienced video banking now demand that their future servicing activity takes place via a video interaction. And If I take a like-for-like servicing request via traditional telephony vs. video banking, the NPS is almost double. It has incredible value for us as an organization.”
Scimitar Global Services Limited (SGSL) in partnership with Vidyo and Granteq is offering Video Banking solution to Banks in Nigeria and all players in the financial services industry to leverage this technology to add a face to face interaction in addition to the existing channels to maintain customer loyalty, trust and satisfaction which all assures revenue. So feel free to contact us immediately for a demo and next steps. Our Business consultants will be very glad to come and and show the benefits of Video engagement in Banking. We strongly believe that adding video will reduce fraud.
Please drop your details below:
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Credit to Efma_Vidyo_Banking _Report
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Would you consider adding Video to your contact center engagement and relationship management at no cost to your customer?
Would you want to add a personal touch to relationship management and contact center operations to elevate customer-agent/relationship officer & manager’s interaction at no cost to the customer?
Have you considered that with the trends and advent of budding cashless market, digital and omni-channel service delivery season that some customers may be more comfortable with a face to face alternative without visiting your branch or store or office location?
If Yes, Scimitar Global Services Limited (SGSL) in partnership with our OEM partners is offering a reliable and easy to use video engagement solution both enterprises, mid-market businesses as an additional channel to customer engagement. This adds a human face to the calls and chats! and we believe it will benefit all even our fellow citizens in diaspora who may need to access products and services like financial , retail , legal etc
Video engagement provides a personal touch to relationship management and contact center operations to elevate customer/agent/relation manager’s interaction. With communications and understanding improved through the use of video, agents and relationship managers can resolve tickets quicker, increase net promoter score and effectively meet other KPIs. The ability to share desktop applications from both sides of the conversation improves up-sell opportunities, all while delivering an added level of collaboration to high value customer and agent interactions. It transitions a voice, chat, and webpage interaction into a true Omni channel experiences at no cost to the end customer.
This experience is easily accessible from one of the following scenarios: webchat escalation of video, voice escalation to video, and click to video chat from webpage or mobile applications. Unlike other solutions, our delivers a high quality end user experience, regardless of available bandwidth. Providing content sharing, and the options to begin a video chat directly on a webpage without downloads or plugins, including multiparty video conferencing.
We now believe that a lot of consumers prefer self-service and can even pick up their phones and call their account managers, but when they need assistance, seeing and dealing with a person face-to face is best especially when the person is not within reach. Facial expressions and body language increase understanding to move quickly through a Simple sales process, and video conferencing is the most efficient way to achieve this goal.
Our video based customer engagement solution is designed to service e clients and manage interactions directly over video, thereby
Vidyo helps agents, relationship officers and managers do their jobs better. Service organizations are able to add personal touches to high value requester and as fulfillers are able to escalate to video straight from contact center portal and other different forms with single click. This results in quicker first call resolution times, from visual trouble shooting and improved understanding through video. Plus the ability to multiparty video chat with an expert increases accuracy of calls, and streamlines issue mitigation.
With a Video enabled contact center agents can support customers with a “See What I See” experiences for field service technicians or home consumers using network resilient video from smart phones, smart glasses and tablets. The agent will see the Video call displayed in the familiar application and will be able to easily manage the video interaction, while also maintaining cases and incidents on Video-based interactions.
The results of video-enabled field services are numerous:
Thanks to a Vidyo’s API integration, it is now possible for Video enabled contact centers, help desks portals and other applications to leverage market leading solutions and value-added services. Video calls will be seamlessly integrated into the audio recording system, allowing the same monitoring, training and analysis applied to other communication channels to be applied to video engagement.
So if you are interested in adding video to your customer engagement. Kindly drop your details here and schedule demo with our team in Lagos , Nigeria.
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Have you heard of Chatbots? I guess yes! On the flip side, you may have interacted with one without knowing as a lot of businesses have started taking their messaging to another level with Chatbots. Facebook, Microsoft and some e-commerce businesses have chatbots interacting with you everyday as customer representatives powered by Artificial intelligence.
The benefits of Chatbots to businesses are lots, from enhancing service by supporting customers interaction like we would with humans to payments collections from all channels. They are also cheaper and more efficient. Chatbots has been tipped to revolutionize conversational commerce in the nearest future and we are encouraging businesses to consider leveraging them as part of their wider business strategy.
According to Wikipedia.com: “A chatbot (also known as a talkbot, chatterbot, Bot, chatterbox, Artificial Conversational Entity) is a computer program which conducts a conversation via auditory or textual methods. Such programs are often designed to convincingly simulate how a human would behave as a conversational partner, thereby passing the Turing test. Chatterbots are typically used in dialog systems for various practical purposes including customer service or information acquisition.
Some chatterbots use sophisticated natural language processing systems, but many simpler systems scan for keywords within the input, then pull a reply with the most matching keywords, or the most similar wording pattern, from a database.”
“Chatbots are here and their impact on the business landscape is prominently visible. The technical challenges to build a bot and deploy it have been overcome already and the focus has now shifted towards the bot’s behavior. Chatbots need to function on a higher level than simply providing information to users or customers. For this, the chatbot needs to project a personality that has all of the endearing and personal qualities of a real person to provide an engaging experience for users” Says- (Abhay Vohra Program Manager, Experience Design Net Solutions)
Wikipedia confirms further that ” Currently chatbots are widely used as part of instant messaging platforms like Facebook Messenger, WeChat, and Kik for entertaining purposes as well as B2C marketing and customer service. Companies like Pizza Hut, Disney, Yamato’s Line and Whole Foods have launched their own chatbots to increase end customer engagement, promote their products and services, and give their customers a more convenient and easier way to order from them.” See insert pitches by technology leaders about Chat bots and the future!
Scimitar Global Services Limited (SGSL) in partnership with ODC is introducing its “CHATBOT” as a new member in your sales , marketing and customer service teams. Chatbot is one of the omnichannels features of our SmartMessage Marketing Platform which is our all-in-one platform to orchestrate your digital marketing activities for your business. 
SmartMessage is an omni-channel marketing platform and campaign management tool designed to make companies connect with their target clients through e-mail, SMS, MMS, Social Media, Push Notification, IVN (text to speech), OTTs (Telegram, Messenger, Whatsapp etc) and other available channels; for sales and Marketing activities and also create customer loyalty through quality customer service.
Through its flexible substructure, SmartMessage enables management of any of campaigns to be carried out via entire alternative distribution and sales channels such as call center, web and kiosk, by integration made thereon.
Our SmartMessage solution integrates with third-party applications like Dynamics 365 and other CRM solutions as well as social to give you a 360 degree view of your activities via reliable historical reports on devices of choice.
So book a demo today for our SmartMessage Marketing Platform – Omnichannel platform (email,sms,push,social media,chatbots). Kindly drop your details so that we can connect with you immediately.
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As an Entrepreneur and Business Owner you MUST understand the four P’s of Marketing and it has nothing to do with running around begging the customers with your product in hand! You have to create the right Product , Promote it at the right Price through the right channels(Place).
Request for our Predictive Dialer solution that automates outbound calling procedure while managing multiple campaigns and leads. With our predictive dialer, the productivity of any contact center can be increased by more than 300% over manual dialing. Ameyo Predictive dialer from SGSL is a smart communication device that can detect answering machines, SIT tones, and busy tones; eliminate dialing, redialing and response time, and forward only the live connected calls to the customer service agent. This helps minimize agent idle time and thus garner optimal efficiency from the business resources.