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Video Banking with TrustCloud

The Use Case of TrustCloud for customer service from the digital branch as if it were present.

Video Banking is a term used to make financial advice and secure banking transactions through a remote video connection with assisted video technology.

TrustCloud through the use of several of its modules allows customers to launch this use case in a few hours.

With an interface similar to any usual video platform but with very specific functionalities that simulate the face-to-face customer service situation, customers can connect with bank managers to obtain product details, apply for loans and obtain information or authorize bank transactions.

The whole process is also recorded and guarded so that the bank has all the necessary evidence to prove both the identity, integrity and intent of the process.

The deployment of the video banking case through TrustCloud allows financial institutions to eliminate their physical branches, while providing a humanized digital service that builds user trust and increases the product subscription rate.

Bank managers will interact live with customers personally through the browser or mobile, improving the users’ experience with cutting-edge technology and a completely new service.

A digital experience deployable in a few hours through which we can capture images and video while helping users with text annotations, chat, control of remote camera capabilities and assisted navigation to the client, to make them feel as if they were in a physical bank office.

Unpublished Features

The Video Banking integrates powerful features in real time, beyond the simple functionalities of a video conference to improve live interactions with customers:

ACD
Customers queued to be attended by an agent that matches their case of use for the video banking service.

Multi-Chat
An agent can simultaneously follow the chat sessions of several clients and escalate them to an expert as needed.

PIN code
Allow your customers to contact a specific agent using a 6-digit PIN code.

Video Recording
Sessions are recorded (.mp4 format) and will be accessible in any browser or media player.

SMS
PIN codes sent to customers by SMS will automatically put them in contact with the agent, without having to enter the 6-digit code.

Transcription
Sessions are saved in a compact form describing the entire session and will be available for further analysis or training.

Advantages of Video banking

Video Banking will provide you with a series of advantages that no other competitor is currently offering its customers:

  • It helps to develop a closer relationship with customers.
  • It offers a superior experience to online chat for complex interactions and far superior to a phone call.
  • Provides easier access to experts of any type of product.
  • Reduces the need for digital customers to switch from one channel to another (web to phone to email, etc.).
  • Saves customers time and increases employee productivity.
  • Makes sales.
  • Helps meet new regulatory requirements.
  • It is a catalyst for social inclusion (sign language and mobility).

Functions

TrustCloud Video Banking is endowed with numerous features that help agents to provide a digital service as if it were face-to-face:

Real-time video

High quality
audio

Multi-User
Chat

Assisted
Navigation

Drawing
y anotación

Geolocation

Recording

Desktop and
document sharing

Image
sharing

Video
sharing

SMS
link

Capture and save
fotos

Adjustment of bandwidth
to the client
device

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