BSS + Webim: a new level of omnichannel communication in the RBS

20 May 2019

The popular web-based online consulting service Webim is integrated into the RBS system for retail clients by BSS. It will provide a new level of omnichannel communication to bank clients, users of remote banking channels. Now banks can easily add chat to your personal account on the website and into the mobile application. All you need is to purchase licenses for using Webim according to the number of operators in the contact center

Webim meets all safety requirements and can withstand high loads. Client requests go to the operator’s workplace. It is a user-friendly interface, which displays calls from all channels — no need to be distracted by different programs and sites. The service can easily be integrated with social networks, messengers (including WhatsApp), chat bots, etc. Operators see the entire history of communication with the client and additional information — the client’s contact details and information on the products used.

Among Webim’s most relevant features are integration with chat bots of any complexity, file sharing, integration with CRM, separation of operators depending on their competencies or topics of calls, etc. The contact center leaders get access to detailed statistics that can be monitored directly online or offline by uploading data for a specific period. The indicators on the work of operators, the number of appeals, appeals by department and category, etc., are available.

"We help organize a comfortable workflow for communicating with clients," Timur Kholmukhamedov, Development director, Webim, comments. "This is a competitive advantage for the bank, because clients want to get a quick consultation in a channel that is convenient for them. At the same time, operators work in the same service, see all the necessary information and can focus on high-quality communication with clients."

"Providing our clients with the most relevant and sought-after services is our credo," Vitaly Pateshman, Sales director, BSS, emphasizes. "We always aim to ensure that banks using our solutions receive serious competitive advantages and real benefits. Webim’s online counsulting service allows you to do this."

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