Communications Applications Featured Article

Real Time Video Revolutionary for BBVA

February 21, 2017

The omnichannel, always-on, always plugged in reality of today continues to push the boundary of capability. Riding on the coattails of innovation, the next generation of communications applications is empowering digital experiences sure to reinvent the customer journey, and introduce opportunity. For instance, the banking industry is already embracing what real-time can do, as today Banco Bilbao Vizcaya Agrentenaria, S.A. (BBVA), unveiled Quobis’ WebRTC-based mobile customer identity verification application.

European regulations on the banking industry are stringent, and in an effort to combat money laundering and financing terrorism, financial firms are tasked with verifying customer identity, occupation and economic activity. The Quobis communications application is able to overcome the hurdle of remote verification via two-way live video.

“A key requirement for the bank was implementation of an easy-to-use mobile application that included video and the ability to record the conversation, capturing the customer’s credentials,” said Elias Pérez Carrera, CEO of Quobis.

BBVA customers can now utilize their mobile devices to verify identity, and sign up for new accounts and services. Digging a bit below the surface, Quobis selected Dialogic PowerMedia XMS Media Server Software to ensure compliance. The PowerMedia XMS is responsible for recording and archiving all video interactions between agents and customers, and storing said interactions for up to five years.

Carrera continued, “Recording and archival of the transaction was a critical requirement to achieve compliance with AML/CFT and Dialogic PowerMedia XMS was an important ingredient.”

Dialogic developed Powermedia XMS on the foundation of more than 15 years of media processing experience; creating a highly scalable, software-based media server capable of supporting WebRTC, MRF, IMS. The power of WebRTC continues to woo at every turn, explaining the success of a solution like PowerMedia, in addition to the growing number of companies moving toward real time communications applications.

“Innovative video-enabled customer service applications based on WebRTC are becoming increasingly popular,” said Jim Machi, Senior VP Product Management and Marketing at Dialogic. “To meet regulatory requirements, the majority of customer-care applications require recording of customer interactions, something that PowerMedia XMS is particularly well-suited to accomplish.”

BBVA is one of many firms finding great success in deploying real time communications applications, and in doing so is improving the customer experience – and security in the process.

What can real time communications applications do for your business?

Edited by Alicia Young

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