Oana Ilaș, Deputy CEO, Retail Banking, Banca Transilvania, gave an interview to Future Banking about the digital transformation achieved within the Contact Center & Customer Care department over the past 5 years, thanks to the collaboration with CallVU.

A few figures:

• 57% of customers choose to resolve their requests via BT Visual Help or the chatbot.
• 3 million sessions initiated by BT customers through BT Visual Help and the Visual Call Center in the first half of 2024
• >200,000 account statements were obtained directly via BT Visual Help

"CallVU brought exactly what we were looking for: a solution to digitize how customers interact with BT’s Call Center, which clearly helped us take a big step forward in our strategy — a focus on technology and building the bank’s digital brand. We started gradually. First, customers calling us were guided to BT Visual Help for standard information such as account balances, transactions, etc., with the platform integrated into our Call Center ecosystem."

"Interaction with the Call Center has become much more transparent and accessible in the context of rapid and ubiquitous digitalization. Customers now have a variety of support channels, and our goal is to orchestrate them efficiently to strike the right balance between human connection and the benefits of digital tools at every step of the customer journey. Moreover, in 2023 we took an innovative step: via BT Pay we can identify customers who call our Call Center, ensuring an increasingly seamless and efficient experience."

More details about the interactive solutions BT Visual Help and BT Visual Call Center are available here.