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Unified Communications Improve Bank Services

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Unified Communications Improve Bank Services

2013/4/7 16:03:13

Background

Industrial and Commercial Bank of China (ICBC), founded in 1984, is the largest bank by assets in China. With 400,000 employees, 20,000 of whom are IT-associated personnel, ICBC provides services in 13,000 branches in China, and numerous global branches located in over 30 countries and regions.

The application services and development of the ICBC IT system have far-reaching influence in the industry. The ICBC Unified Communication (UC) system is regarded as the benchmark for the development of UC systems in Chinese banking.

Challenges

ICBC started to reform its loan approval services beginning in 2011, optimizing internal management, service processes, and switching services from local operation models to centralized management models. The new loan approval service process needs to improve communication efficiency between centralized loan approval personnel and dispersed credit officers, and requires technical support for post-event analysis services. The legacy IT system for ICBC could not meet these requirements due to the following disadvantages:

Disparate communications systems: Because of outdated technologies, the legacy communications systems, such as video conferencing, contact center, instant messaging, and voice communications systems, work independently from each other. ICBC requires a comprehensive UC solution to integrate these systems and provide unified messaging, voice communication, video conferencing, and file sharing services.

Inefficient global communication: The bank’s rapid globalization created many challenges to legacy communications systems that cannot handle the requirements for highly-efficient communications worldwide.

Solution

Huawei provided the eSpace UC solution for ICBC. By deploying core platforms in ICBC’s northern and southern data centers and voice access gateways in all branches and affiliated agencies, Huawei enables voice, video, instant messaging, status display, and conferencing services for all clients. The solution offers highly efficient communication methods to support centralized loan approval services, records voice communication and text chat data to enable post-event analysis, improves the bank’s risk and compliance rules, and deploys voice access gateways.

The Huawei eSpace UC solution provided outstanding performance during competitive testing and won ICBC’s approval with the following advantages:

Advanced design: The solution uses cutting-edge designs to meet current and future requirements of customers.

High compatibility: The solution seamlessly integrates with ICBC’s legacy communications systems.

Customized services: Huawei provides customized services to meet ICBC’s requirements for managing address books, user rights, and service monitoring.

Benefits

Huawei provides ICBC with a unified communication platform that offers voice, video, instant messaging, file transfer, and other means of communication services by integrating the UC with ICBC business processes. The solution ensures a smooth loan approval process with efficient communication and collaboration methods to provide centralized loan approval services.

Furthermore, integration with existing communications systems provides optimized unified communications services. For example, integration with the contact center system allows agents to provide advanced services to customers. In addition, integration with the videoconferencing system enables employees to join a video conference from meeting rooms, PCs, and tablets. The solution uses IP-based communications services to replace PSTN-based communications methods, which lowers communications costs and allows for future growth.

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