Hồ Văn Tuấn, Deputy General Director of Vietcombank (third from left) receives the award. Photo courtesy of Vietcombank
Vietcombank was honoured at the Asian Experience Awards in Singapore, receiving the prestigious "Customer Experience of the Year - Banking" prize from The Asian Business Review for its innovative Call API technology solution.
The Call API solution enables customers to make calls directly from the VCB Digibank digital banking app to the bank's switchboard via the internet. Customers can request a callback during busy times or redirect their calls to a chatbot. Built on the WebRTC platform, this technology seamlessly integrates with Vietcombank's existing VoIP switchboard system.
Additionally, the Call API allows customers to describe their support needs directly within the VCB Digibank app. The transaction details are instantly relayed to the switchboard operator as soon as the call is connected, significantly reducing handling times by up to 30 per cent.
Customers can connect to the bank's call center anytime, anywhere, using an internet connection - even while traveling abroad - without concerns about costs or telecom issues.
A standout feature of the solution is its user authentication process, which utilises accounts and passwords from the VCB Digibank app, ensuring a secure and convenient experience.
User surveys reveal that over 85 per cent of customers are satisfied with the service quality via the Call API, outperforming traditional contact channels. Approximately 94 per cent of customers appreciate the call connection quality and readily recognise this feature in the digital banking application, with more than 80 per cent willing to recommend the service to friends and family.
Hồ Văn Tuấn, Deputy General Director of Vietcombank, said the Call API represents a breakthrough in customer care services, creating a unified ecosystem that prioritizes top-quality service and meets customers' needs through digital banking applications. This solution not only optimises resources and reduces costs but also enhances productivity, strengthening Vietcombank's competitive edge in both domestic and regional markets. — VNS