These private and secure video conferences will allow customers to dial in from across the world so that complex enquiries can be dealt with more swiftly and efficiently. Customers will be able to speak to several advisers from across the Bank simultaneously and also invite other parties such as joint-account holders, additional account signatories or even external professionals to join.
This pilot scheme will initially be launched with a small group of customers and their relationship advisers. If successful, it will be rolled out to all 72,000 Coutts customers in due course.
The technology behind the scheme is being provided in partnership with Silicon Valley based enterprise, TokBox, whose Cloud-based solution provides secure streaming of recorded conversations.
Scott Lomond, CEO of TokBox commented “People have changed the way they interact with their service providers, which is having an impact across virtually every industry. There is now an expectation of availability and interactivity, particularly in a mobile-driven world. Coutts has shown great leadership by enabling customers to engage with their financial advisors in a secure, convenient way, bringing their phenomenal in-store service onto the web. We are delighted to support this initiative through the use of our OpenTok platform.”
Joe Norburn, Head of Digital at Coutts commented: “The introduction of video conferencing from multi-locations is a first for UK Private banking. Coutts is committed to providing an exceptional experience to all of its customers and we are constantly looking at anything that can make it easier and safer to bank with us. We were the first UK Private bank to launch transactional internet banking, and today we have raised the bar again, harnessing innovative technology to further enhance the industry-leading service on offer at this bank.”
Earlier this year RBS Chief Administrative Officer Simon McNamara set out his plan to support Ross McEwan’s strategy to transform RBS, highlighting the role innovation can play in improving the service provided to customers.
Simon commented: “This is a great example of RBS using pioneering technology from Silicon Valley to better serve and connect with our customers. TokBox were identified through our scouting team as an innovative technology company that could add value to this bank and our customers. It is a genuine small business success story and we are proud to be partnering with them.”