Video Banking with RichCall: secure remote customer service

RichCall is a software solution for online customer service via video. The service enables customers to quickly connect with the bank contact center from a website, a mobile app, or a video kiosk and communicate with an agent, using collaborative tools such as document sharing, screen sharing, and application sharing, etc. All conversation sessions are recorded and stored for future use in training, analytics and quality management.

Key use cases

RichCall is successfully used in banks to serve customers remotely and expand geographic reach, while maintaining the security and comfort of a service comparable to visiting a bank branch.

1. Video calls from website and mobile app 

Customers initiate calls from the bank’s website or mobile app using the RichCall widget. A two-way encrypted video connection is established between the customer and the operator. The customer completes the identification process. 

Then, within the secure video session, the full range of services becomes available, just like visiting a bank branch. Customers can receive detailed consultations, view presentations, and securely share documents with a specialist.

Optima Bank (Kyrgyzstan) provides 24/7 remote customer service using RichCall. The service requires no app installation or website registration, ensuring quick access to a specialist for every customer.

2. Remote service with video identification

Zhilstroysberbank (Kazakhstan) implemented RichCall for remote video banking and customer identification, processing over 11,000 video calls monthly.

Deployed on-premise, RichCall provided a stable connection, enhanced security (encryption, role-based access) and detailed analytics. As a result, loan application processing time decreased by 45%, and the availability of financial services increased throughout Kazakhstan. The volume of financial services issued grew proportionally to the increase in the customer base – by 6,500 new clients.

HCSB (Kazakhstan) transformed its customer service by implementing the RichCall video banking solution, enabling new clients to open accounts remotely with secure biometric identification. This resulted in a 109-employee digital branch (80% remote), facilitating over 100K video calls, 50K deposit deals, and 31K transactions in just 9 month. The solution also enables various use cases: live consultations, pre-sales engagements and co-browsing customer support.

The video identification process with RichCall:

1. The client initiates a video call with a company consultant via computer or smartphone, using a pre-sent call link.

2. The consultant requests the client to present their passport and verifies their identity.

3. During the video call, the client and consultant can interact through the website or mobile app to exchange documents, complete necessary forms, and perform other tasks.

4. Sessions are encrypted, and audio, video, and all session data are securely recorded on the company’s server.

3. Video kiosks 

RNCB Bank optimized its workforce by deploying RichCall-powered video kiosks in branches to reduce peak-hour queues. A single remote team of consultants serves all kiosks. Integrating video kiosks with the electronic queuing system enables efficient distribution of workload among specialists, improving service speed for customers. The video connection quality was rated 9.5 out of 10.

4. Inclusive service 

In the same case, RNCB Bank used RichCall to implement inclusive service, enabling efficient use of resources: a single operator skilled in sign language and banking products can serve all of the bank’s branches, communicating with clients remotely via video. This service creates a more comfortable and accessible experience for customers with disabilities, ensuring access to banking services for everyone.

Competitive advantages of implementing RichCall:

• 24/7 customer service from anywhere: expand your Bank’s reach.

• Stable and secure connection.

• Data confidentiality and security: safeguard sensitive information with encryption and automatic data storage on your bank’s server.

• Personalized service without data requests: identify customers before the call connection with RichCall.

• Customize the bank’s application with your unique branding. A branded app inspires more customer trust and enhances data security compared to third-party services.

• Without software installation: simplify the customer experience – they simply click a link to start a call.

• Unified communication archive and analytics: gain valuable insights with video call recording, search functionality, and supervisor monitoring.

• Intuitive interface for self-service setup without relying on technical specialists.

• Contact center integration for call routing. For companies without a contact center, RichCall provides a basic set of mini-contact center tools, including call routing and call forwarding between operators.

• Empowered Employees, Enhanced Work-Life Balance: Provide your team with the advantages of face-to-face contact from the office, eliminating lengthy and exhausting travel.

• Comfortable and efficient work environment: provide your team with the advantages of face-to-face contact from the office, eliminating lengthy and exhausting travel.

RichCall’s adherence to modern data security and privacy requirements offers significant benefits to the banking sector. It offers flexible deployment options: on-premise installation for complete control or cloud-based version for rapid integration and scalability.

The results of implementing RichCall in the banking sector demonstrate the potential of video communication to enhance customer engagement and operational efficiency. The platform reduces application processing times, strengthens security, and expands access to financial services for all customers, as proven by successful use cases.