Bankinter Wins Gartner & 1 to 1 Media Customer Award
Published September 9th, 2008
HERNDON, Va. - Spain-based Bankinter, one of the most technologically advanced consumer banks in the world, was honored at the Gartner Customer Relationship Management Summit with the 2008 Gartner & 1 to 1 Media Customer Awards Silver Award, for its implementation of Dialcom’s Spontania video collaboration platform in their call center.
Spontania’s unified collaboration software—which includes video, voice and data—is the technology-enabler behind Bankinter’s video call service which offers its customers an additional customer interaction medium, over the internet. The new video call service meets Bankinter’s commitment to technology innovation and leading customer service. The Gartner & 1 to 1 Media Customer Awards recognize Bankinter’s commitment through their customer relationship strategy to achieve an unrivaled level of excellence in delivering the customer experience.
The 2008 Gartner & 1 to 1 Customer Awards were established to honor companies that deliver optimal customer experiences by effectively bringing together strategy, technology and execution.
Since introducing Spontania’s video call service, not only has Bankinter’s customer satisfaction ratings increased, its online product sales have also improved by 25 percent. Using the video call service technology, Bankinter’s sales force now has the ability to see when a customer is online, allowing them to interact and close a deal with customers immediately rather than over the phone or in-person. This has led to one in four clicks turning into a sale for the company.
“Our customers tell us that data, voice and video collaboration perfectly balances the convenience of online banking with the personal service of an in-bank teller,” said Jorge Andreo, project manager of video and VoIP for Bankinter. “And the great increase in product sales is a direct result of Spontania’s simultaneous, flexible conferencing and media switching capabilities compared to the traditional one-way outreach through other channels.”
“This is the third prestigious honor Bankinter has received for its demonstration of excellent customer service through their video call service,” said Bob Johnson, president and COO of Dialcom. “We are delighted that Spontania was chosen by Bankinter to be the unified collaboration platform to support the project for leading-edge customer interaction solutions. We are honored to help them make their vision a reality.”
About Dialcom
An innovator in unified collaboration, Dialcom delivers premise based, real-time video communication, collaboration and multimedia sharing capabilities over IP between any device, any network, and any user—seamlessly and securely. The most complete, flexible and integrated system available, the Spontania collaboration software suite empowers users to spontaneously switch among collaboration methods, to suit the immediate circumstance within the session including IM, VoIP and/or teleconference, multi-party IP videoconference, interactive file sharing and white-boarding. Dialcom’s collaboration application automatically controls bandwidth and seamlessly integrates into the existing IT infrastructure — with a light footprint. More than 100 customers spanning a number of industries around the globe use the Spontania unified collaboration suite. Headquartered in Herndon, Virginia, Dialcom maintains offices in Madrid, Munich, Singapore and Sao Paulo and supported by a global network of partners in other regions. More information can be found at www.dialcom.com.
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