Introduction

The case study presented in this page is about an example of success in the context of finance where WCS platform is used in Unicredit Bank, one of the largest Italian banks.

SOLUTION: Web Customer Service (WCS)
AREA: Web Bank
ENGAGEMENT: Click To Session
FEATURE: Chat, Audio, Video and Collaboration
NUMBER OF AGENTS: 250
NUMBER OF EXPERTS: 268
NUMBER OF CUSTOMERS SERVED PER MONTHS: 5000

Customer

Unicredit Group is one of the European leading financial institute with branches in Italy, Germany, Austria, Croatia and in many other countries.

Business Issue

The aim pursued by Unicredit Bank is to increase and improve the relationship with their customer. From this point of view it was decided to use new media channels such as video calls and chat via institutional web portal.
When the customer arrives on the web portal has the ability to chat with a contact center operator. Once communication is established via chat, you can start an audio / video VoIP communication.

Business Solution

These initial requirements are fully covered by Eudata WCS. The system is in fact capable of making available to Unicredit Bank customer care a series of communication channels such as:

Chat
Audio Web Call
Video Chat
Collaboration Tools

In this scenario the bank’s customer has the chance to engage from the web an agent who can give answers to his requests and solve his problems.

CUSTOMER ENGAGEMENT FLOW

Within the corporate website there is a banner that suggests to the customer to contact via chat or video chat an operator for advice

Clicking on the banner will be presented a selection of different channels of contact. The channel Chat and Video Chat and are made ​​available through Eudata WCS.

Selecting Video Chat opens a popup that has a chat room and the audio video operator. The customer can also choose to share his video. During the videocall customer and agent can access collaboration capabilities, such as sending files, and assisted navigation.

System Evolution

Given the success of the WCS, Unicredit Bank client asked us to analyze the expansion of the platform on mobile devices. One of the great qualities of the WCS is to check the availability of bandwidth and guarantee at least a VoIP audio call or a chat session. It’s important to specify that WCS on 3G technology is able to deliver a call Audio / Video Full screen on high quality on mobile devices.

Unicredit Bank is also looking to the Expert based engagement, to involve in the communication with customers remote expert or branch employees.

 

Customer Benefits

Using Eudata WCS Unicredit Bank increased its communication channels, making itself as a leading bank of one to one communication on the web. Introducing itself as one of the first banks in the world to offer the opportunity to call, video/call and chat to the Banking Center through VoIP.

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