Dimension Data has partnered with a major financial services group in Asia to bolster end-user experience through improved digital services.
The technology integrator provided an end-to-end solution that integrated the customer's existing contact centre infrastructure and applications to develop a video servicing banking platform.
“We were thrilled to be able to expand our work with one of Asia’s largest banking and financial services providers, as they introduce Asia’s first video-servicing banking platform,” said Png Kim Meng, CEO of Dimension Data Singapore.
“Since implementation, the client has reported improvements in overall efficiency as its tellers can now focus on more complex issues instead of mundane tasks."
This project is considered the first of its kind in Asia, according to Dimension Data, and used Cisco’s remote expert solution as a core component in an on-premise solution that provides a live video feed, enabling agents to efficiently serve customers at the machine’s interface.
“We hope to continually be a part of their digital acceleration journey, as they look towards integrating live video capabilities within existing banking applications and introducing more technological implementations within their future roadmap,” said Png.
A 2017 customer experience study by Dimension Data found that customer experience robotics in the form of automation, artificial intelligence (AI) and the internet of things (IoT) are creating a new reality and demanding a new approach.