31 July 2018
Leading banking and financial services corporation reinvents customer experience with support from Dimension Data
Singapore, 31 July 2018 – Dimension Data, a USD8 billion global technology integrator and managed services provider, today announced its appointment as digital partner to a multinational financial services group, to improve the customer experience with a live servicing video banking platform. Customers will be able to speak face-to-face with a customer service officer and access banking services around the clock.
Dimension Data’s Global Customer Experience Benchmarking Report 2017 revealed that CX robotics in the form of automation, AI and IOT are creating a new reality and demanding a new approach. Recognising the importance of customer service in banking, the client sought to reduce queues and wait times at its retail branches, while enhancing interactivity and service accessibility for customers. The bank extended beyond traditional Automated Teller Machines (ATM) typically used for cash exchanges, to Video Teller Machines (VTM) for non-cash related transactions such as the replacement of internet banking tokens or ATM cards, as well as the opening and closing of bank accounts.
Dimension Data provided an end-to-end solution that integrated the client’s existing contact centre infrastructure and applications to develop a video servicing banking platform. This would enable self-service banking at the convenience of customers, while improving productivity of the tellers and officers at the retail branches. The first of its kind in Asia, the deployment entailed working with Cisco Remote Expert Solution for an on-premise solution that provides a live video feed, to enable agents to efficiently serve customers at the machine’s interface.
“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. Since implementation, the client has reported improvements in overall efficiency as its tellers can now focus on more complex issues instead of mundane tasks. 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 Kim Meng, CEO, Dimension Data Singapore.
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About Dimension Data
Founded in 1983, Dimension Data is a USD 8 billion global leader in designing, optimising, and managing today’s evolving technology environments. This enables its clients to leverage data in a digital age, turn it into information, and extract insights.
Headquartered in Johannesburg, Dimension Data employs 28,000 people across 46 countries. The company brings together the world’s best technology provided by market leaders and niche innovators with the service support that clients need for their businesses – from consulting, technical, and support services to a fully-managed service.
In Asia Pacific, we operate in 35 offices across 13 countries. We help clients enable technology, operate their IT infrastructures and transform technology solutions that deliver value. It combines an expertise in digital infrastructure, cybersecurity, customer experience (CX), and digital workplace, with advanced skills in IT outsourcing, IT-as-a-Service, Systems integration services and training.
Dimension Data is a proud member of the NTT Group. Visit us at http://www.dimensiondata.com