News

New self-service software provides online customer support

June 14, 2009

MOSCOW — BPC Banking Technologies, a provider of e-payment and retail banking solutions, has announced the launch of a new software solution for self-service devices. SmartVista MediaExtension provides online customer support through the deploying organization's contact center and allows the user to choose from a variety of communication means, including video and audio connections and text messages.

SmartVista MediaExtension provides a platform that allows the creation of VoIP services with the use of SIP protocol, which are launched directly in the device's Web browser and apply Adobe Flash technology. Such a solution is used for the integration of Internet shops, self-service terminals and Internet banking systems with contact centers, allowing immediate online video and audio connection of customers with representatives of a commercial organization. Cross-platform configuration, scalability and compatibility with third-party hardware and software make SmartVista MediaExtension a universal and flexible solution. Communication can be initiated by either the customer or the contact center — to prevent the fraudulent use of a debit or credit card, for example.

"SmartVista MediaExtension provides a new, innovative way of customer interaction, allows the reduction of fraud risks and servicing expenses and enhances customer support quality, thus raising customer loyalty," said Vitaly Vitenko, account manage for BPC. "In comparison to other solutions of the kind available in the market, SmartVista MediaExtension does not require any special software to be installed on the customer's side but uses Flash technologies applied on over 98 percent of Internet-enabled PCs in mature markets, as well as a wide range of devices."

The first client to deploy SmartVista MediaExtension is Sberbank of Russia, which is focusing on the development of its retail business. The bank first demonstrated the new technology to the global financial market at its stand during the St Petersburg Economic International Forum 2009.

"SmartVista MediaExtension will allow Sberbank to raise its customers' servicing to a new quality level, providing them with timely consulting and technological support and thus contributing to the popularity of cashless payments and self-service devices with the bank's customers," said Evgeny Kublanovsky, head of Sberbank's bank card department.