The Ping An Insurance Group has become
China’s first financial services business to offer video-based interaction with
its clients, thanks to a system from the Genesys business of Alcatel-Lucent.
Ping An of China’s customer contact agents
will be equipped to handle video communication with customers, improving
interaction and service quality, using Genesys contact center solutions.
Ping An of China’s contact center is the
largest of its kind in China, seating nearly 9,000 people, with staff located
in Shanghai, Suzhou and Shenzhen. As an integrated financial services
institution, Ping An insurance provides banking, securities, funds, trusts and
other services.
Virtual shop service agents and customers
will leverage video communication to make the business more direct and efficient.
Connecting via video, customers of Ping An of China’s insurance business will
be able to gain understanding of their situation or claim status and help
agents accelerate business management.
For the bank credit card business, customer
service agents will use video and fingerprint viewing for complete and instant
verification of applicants’ identities.
Genesys was selected based on the
functionality its solutions offered to support the business requirements from
Ping An.
Genesys technology provides business
continuity, along with centralized management across all three contact centers.
The SIP-based architecture enables applications such as video interaction as
well as providing great flexibility for future expansion.
Through the Genesys Platform, Ping An of
China is able to centralize all its contact center resources, provide
intelligent routing, command real-time monitoring and historical statistics
reporting, and optimize the customer service operations.
“Providing high-quality customer
experience is the key to winning customers.We are building a business-critical
contact center solution that gives Ping An of China a strong competitive
differentiation to provide superb customer care for its market-leading
financial and insurance services,” said Romano Valussi, head of Alcatel-lucent
Shanghai Bell.
Genesys offers leading solutions in the
contact center industry and are widely used in finance, insurance, enterprises
and government agencies, to provide voice, video and multimedia network
interactive contact center applications.
By Telecomlead.com Team
editor@telecomlead.com
