Live Video Chat Service for a Bank

Clients can make video calls to the call center from the bank’s website, from the client’s member account, or using specially equipped ATMs in the bank's branches.

Challenge

One of our clients is a regional bank. The client was interested in a software solution that would enable the bank’s clients to chat with the call center. Originally, the client intended to customize BigBlueButton software to meet its needs, but this proved to be impracticable. Axmor convinced the client that developing a VoIP application from scratch would be the most cost-effective option.

Solution

Axmor developed a video chat system for the bank using FreeSWITCH, an open-source communications platform. With this application, the bank’s clients can make video calls to the call center from the bank’s website, from the client’s member account, or using specially equipped ATMs in the bank's branches.


Integration

We integrated this VoIP application with the bank’s CRM system. The operator can enter the client’s ID and view information about the caller in the web interface of the VoIP application.

Technology
Java
FreeSWITCH
JavaScript
HTML5
WebRTC
Functionality
1
Video Call

Clients can make video calls from the bank's website or from their own online accounts without having to install any additional software. This application is compatible with Google Chrome, Mozilla Firefox, and Opera browsers. The client and the call-center operator only need a web camera, headphones and a microphone to see and hear each other. WebRTC video streaming proved to be clear enough for operators to verify the identities of clients.

2
Video Call Queues

The VoIP application can manage incoming call queues and distribute calls between call-center operators. The client can monitor his place in the queue right from his web browser. Since FreeSWITCH does not support this feature, we developed our own module for displaying the client’s position in the queue.

3
Document Sharing

The operator can share electronic documents with the client during a video call in the web browser.

4
Call Forwarding

The call center operator can easily forward a call to another bank employee using this VoIP application. The operators can see if their call center colleagues are available, on a call, or unavailable.

Provided Value
  • Software development costs were reduced by using free and open-source components.
  • The system was deployed on an on-site server to ensure sensitive financial information will be stored securely.
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