Facing the changes in the demand of the financial market, establishing a business philosophy centered on customer needs, providing multi-functional, all-weather and personalized financial services to customers in any way at any time and any place has become an inevitable informatization of the financial industry. trend. In the process of information construction, banks are paying more and more attention to customer experience, and strive to provide customers with personalized, convenient and high-quality services.
We have imagined the following customer service methods:
When the bank customer is at home, use the TV remote control to open the bank's business interface, browse various bank products on the big screen of the TV, and can call the remote teller to get real-time product introduction;
After leaving the house, you can use the VTM machine to call the remote teller at the community bank outlet of about 10 square meters in the community. Under the remote assistance, you can handle all kinds of business, such as opening an account, issuing a card, and managing money, which must be sent to the manual counter.
When you are on a business trip, call your financial manager through a smartphone or tablet to communicate business needs in a timely manner and complete business transactions.
During the entire business process, the customer only needs to inform the remote teller about the relevant information, and the teller can fill in the instructions and push the results to the screen in front of the customer, and the customer can confirm the information. When handling business in front of the VTM machine, the remote teller can guide the customer to complete the VTM machine operation. These remote face-to-face service scenarios are gradually entering our lives.
The audio and video collaboration platform provided by Huawei can help banks deploy such multi-channel service platforms, but the demand of each bank is different. Some banks want to add the function of “cabinet assistance†during the account opening process, and some banks want to purchase the wealth management products. In addition to this feature, some banks only want to open this feature to VIP customers. Every bank has its own ideas. The implementation and development of these individual ideas requires a professional ISV (short for Independent Software Vendors, meaning "independent software developers").
Interfaces and specifications are too complicated? ISV innovation is blocked
If a traditional solution is used, the ISV needs a contact center to answer customer calls, a video conferencing system is needed to establish a video call between the customer and the teller, and a data conferencing system is required to enable application sharing between the customer and the teller. For ISVs, it is necessary to purchase contact centers, video conferences, and data conferences from the market. The client-side client and the agent-side client are developed based on the three interfaces. The three interfaces may come from different companies and have different specifications. Sometimes there are some linkages, and the development difficulty can be imagined. Many ISVs have produced innovative ideas, but due to the difficulty of development and the amount of work, they finally chose to give up.
5 lines of code change 1 line? eSDK simplifies communication capabilities
Huawei has deep technical accumulation in the field of enterprise communications, providing a complete platform for call center, unified communications, video conferencing and data conferencing. More importantly, through the packaging of communication capabilities, the complex technology is simplified, packaged into a more easily callable interface, convenient for ISV to carry out secondary development, so that the workload is greatly reduced, the original 5 lines of code can be completed, now only It takes only one line, and ISV can put more energy into the development of industrial applications.
Huawei eSDK unified interface supports Windows, Android and IOS systems. ISV can develop various APP applications based on these interfaces. Customers can not only use VTM equipment, but also get remote assistance from the teller whenever and wherever they use mobile banking.
The feature-rich, easy-to-use interface reduces the development difficulty of ISVs and attracts a large number of ISVs for custom development on Huawei platforms. For example, Xinda System Engineering Co., Ltd. has done a lot of projects based on Huawei platform, including Shenzhen Bank, Lanzhou Bank, Hankou Bank, Kunlun Bank, etc., providing a large number of services such as mobile card issuance, business opening and wealth management products purchase. Yuxin Yicheng Technology Co., Ltd. used Huawei platform to develop a VTM machine for Beijing Bank that can provide microfinance services. Users can use VTM machines to apply for small-sum consumer loans more quickly. In the future, Huawei will continue to improve the audio, video and collaboration interfaces, and work with ISV partners to create an ecosystem of joint innovation and win-win cooperation.
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