New experience in customer interaction with Banca Transilvania: Call Center Vizual

Banca Transilvania and FICX (CallVU), a company specialized in customer experience based in San Francisco, are launching a premiere on the Romanian market, Call Center Vizual, a new way of interacting customers with BT.

People who contact transilvania bank's Call Center team by phone have the option of Visual Call Center, an interactive menu through which they can select how to obtain information: by self-service, chat, chatbot, BT Visual Help application or by entering into dialogue with a BT consultant. transactions, statement of account, IBAN, cards, BT Pay, BT24, Neo, loans, deposits, garnishments, when updating data.

Access to the Visual Call Center is done in two steps:

• calling BT Call Center (0264 30 80 28 or *8028);
• accessing the link received through SMS, which directs the client to the visual platform, without closing the call.

"The launch of the Visual Call Center brings customers a new alternative for remote banking by phone, and the interaction with BT is thus more accessible. In this partnership, fintech came with agility and technology in DNA, and Banca Transilvania, with expertise in customer knowledge, financial experience and tools that help us in risk management", says Ionela Ros, Contact Center & Customer Care Director, Banca Transilvania.

"Personalizing the customer experience is the key for a bank to deliver value and create customer engagement. This is made possible by using state-of-the-art digital channels and tools that support the bank's agility by being able to add and modify the digital side depending on the evolution of customer preferences," says Dr. Ori Faran, founder and excutive director of FICX.

In the pilot phase of the platform, the bank noted the customers' preference for the visual experience: more than half accessed the Visual Call Center between April and July this year.

For this launch, Banca Transilvania also collaborated with Enterprise Business Systems, BT's partner in developing Contact Center solutions.