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Video Banking – Instant Access to Expertise

Guest post by Carl Wiese, VP of Cisco’s Global Collaboration Sales. Carl is responsible for leading Cisco’s worldwide collaboration business, overseeing a global team of 1800 product sales specialists who sell Cisco’s unified communications, telepresence, contact center and web conferencing solutions.

I spend a lot of time talking with customers representing many industries across the globe. Like most industries, financial institutions are looking for new ways to retain and grow their customer base while continuing to provide exceptional customer experiences.

One solution that many are implementing is the use of video to create access to remote experts in a personalized way.

Cisco's Remote Expert solution

With the expanding role of the network, pervasive video allows customers to access all the financial expertise they need at one time, in one place via the channel of their choice. Now consumers are no longer reliant on in-branch resources and schedules they can choose to connect by video and instantly access a pool of experts regardless of location.  It’s a win-win for both the customer and the financial institution.

One example of Cisco Remote Expert application in a client retail environment is the Citizens Financial Group Video Banking solution. This pilot, announced today, helped Citizens transform their mortgage and wealth management customer experience by enabling real-time access to experts, information, advice and solutions to both Citizens and Charter One customers.

Citizen’s Financial Group used Cisco’s Remote Expert solution, based on Cisco’s TelePresence and other advanced collaboration technologies, which allows organizations to offer a virtual face-to-face consultation between a customer and subject matter expert through high quality video and online information sharing.

Leveraging the power of the network, customers can now use video and advanced collaboration technology to quickly meet their financial needs -- whether applying for a mortgage, refinancing or rebalancing their portfolio– with expert advice just a click away.

For more on this topic, read “The Case for Increasing Branch Staffing Levels.” What are your thoughts -- how can you use a virtual remote expert in your organization or business? We look forward to your comments below.

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