Avaya Customer Engagement Solutions Help Taiwan Bank Go All-Digital

Avaya announced its communications technologies have helped O-Bank (Wangdao) become Taiwan’s first, all-digital, online-only bank. Supported by Avaya multi-channel Customer Engagement technologies – including Avaya Breeze – O-Bank now solely serves customers located anywhere via mobile, video, voice and other online banking channels.

Contact Centre CLUB

As a digital bank, O-Bank can expand both the hours of customer service and its geographic reach. Customers conduct transactions with the bank using mobile apps or Web access.

Personalised service will remain a top priority, however, as customers can engage in face-to-face interactions for their banking needs using real-time video and voice. O-Bank already has established the video service centre with advanced technologies and is the first Taiwan bank to provide 24 hour full media with video on customer engagement. Avaya’s unified platform enables O-Bank to quickly and easily allocate internal resources to provide the most appropriate and efficient service, improving the quality and consistency of the customer experience across channels and different lines of business.

Avaya Breeze with the Client SDK enables O-Bank to easily integrate multi-channel communications into its mobile apps and web pages, with the flexibility to support different scenarios for various business processes and to accommodate regulatory requirements. Avaya’s open standard architecture enables integration with O-Bank’s systems, simplifies deployment and helps reduce operating costs.

“O-Bank is Taiwan’s first digital commercial bank. Our success requires the courage to innovate, but we also need to have advanced technology and quality service partners in which we trust. Avaya solutions provide the characteristics and advantages that meet our needs, allowing us to establish a simple and responsive contact centre integration framework and help us succeed in the digital banking market in Taiwan.” – Lin Tom, Vice President, O-Bank

“The global digital age has come, and China is leading the digital transformation of the financial industry. O-Bank transformation is similar to what we’ve been doing at Avaya- leveraging our legacy of communications industry experience, while innovating with solutions and services for the digital age. Our successful partnership with O-Bank has provided valuable experience for Avaya’s transformation and added to our continued confidence.” -Chen Wei, president, Avaya Greater China

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