Avaya today said its communications technologies helped O-Bank (Wangdao) to become Taiwan’s first digital bank.
O-Bank has used Avaya multi-channel Customer Engagement technologies – including Avaya Breeze – to serve customers located anywhere via mobile, video, voice and other online banking channels.
O-Bank can expand both the hours of customer service and its geographic reach. Customers conduct transactions with the bank using mobile apps or Web access.
O-Bank has established video service center with advanced technologies and is the first Taiwan bank to provide 24 hour media with video on customer engagement.
Avaya’s unified platform enables O-Bank to allocate internal resources to provide efficient service, improving the quality and consistency of the customer experience across channels.
Avaya Breeze with the Client SDK enables O-Bank to integrate multi-channel communications into its mobile apps and web pages. Avaya’s open standard architecture enables integration with O-Bank’s systems, simplifies deployment and helps reduce operating costs.
“Avaya solutions provide the characteristics and advantages that meet our needs, allowing us to establish a simple and responsive contact center integration framework and help us succeed in the digital banking market in Taiwan,” Lin Tom, vice president of O-Bank.
“O-Bank transformation is similar to what we’ve been doing at Avaya – leveraging our legacy of communications industry experience, while innovating with solutions and services for the digital age,” said Chen Wei, president, Avaya Greater China.