May 26, 2008

Collaborative technologies can be used in a variety of ways to foster better communication and enable new and transformative front-office and back-office applications. Use of collaborative video technologies can help banks improve customer service and performance. For example, bank managers or product specialists can be more efficient by meeting with more customers in more locations face-to-face at a moment's notice. This increases the level of customer service and responsiveness, and can increase sales rates.

From a technology standpoint, the main consideration is ensuring the network and working environments are enabled to support video. IT considerations must be taken into account. Increasingly, organizations with remote operations, such as banks, are using the adoption of video as a reason to examine and evolve overall network and IT infrastructure.

Telepresence technology now has reached a point where it provides an extremely high audio, video and environmental experience that creates the illusion of remote participants being in the room. These factors, plus very high ease-of-use capabilities for scheduling and managing meetings, mean the barriers for widespread adoption are almost gone.

Going forward, turnkey applications will change the customer experience in the bank, and smaller form factor telepresence units will enable banks to scale customer service operations in the most cost-efficient locations without sacrificing high-touch customer relations.