Financial Services Company Provides Video Customer Service

Ping An Insurance Group Co. Ltd. (Ping An of China) has become China's first financial services business to offer video-based interaction with its clients, thanks to an innovative system from the Genesys business of Alcatel-Lucent.

Ping An of China's customer contact agents will now be equipped to handle video communication with customers, improving interaction and service quality, as well as enriching the entire customer experience using Genesys contact centre solutions.

 

Ping An of China's contact centre 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.

With the new video contact centre, '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 timely 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 rich functionality its solutions offered to support the complex business requirements from Ping An. Genesys technology provides multiple levels of business continuity, along with centralised management across all three contact centres.

The SIP-based architecture enables applications such as video interaction as well as providing great flexibility for future expansion. Through the Genesys Customer Interaction Management Platform, Ping An of China is able to centralise all its contact centre resources, provide intelligent routing, command real-time monitoring and historical statistics reporting, and optimise the customer service operations.

"Providing high-quality customer experience is the key to winning customers. We are building a business-critical contact centre 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 is helping financial companies to drive business growth through a new services model."

Genesys offers leading solutions in the contact centre industry and are widely used in finance, insurance, enterprises and government agencies, to provide voice, video and multimedia network interactive contact centre applications.

About Alcatel-Lucent

The long-trusted partner of service providers, enterprises, strategic industries and governments around the world, Alcatel-Lucent is a leader in mobile, fixed, IP and Optics technologies, and a pioneer in applications and services. Alcatel-Lucent includes Bell Labs, one of the world's foremost centres of research and innovation in communications technology. http://www.alcatel-lucent.com.

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