Orange Business Services developed a specialized self-service portal of Web IVR for Touch Bank

On October 26, 2017 the international service provider Orange Business Services announced development of a specialized self-service portal of Web IVR for Touch Bank.

To log in self-services of Touch Bank it is necessary to call on a hot line of bank and to select this option from the menu of standard IVR. After that the client will receive a sms with reference to the portal — the secure page on the Internet which design completely repeats the usual website of bank and the interface of mobile application. In Web IVR it is possible to receive simple instructions for setup and functionality of Internet or mobile bank, to share a response or to file a complaint, to watch the video tutorial and after that, if necessary, to select a call to contact center.

Bank card of Touch Bank (2017)

The solution Orange is protected from cyberthreats. The application conforms to requirements of the DSS standard CI. All integration with the systems of the customer are performed on the protected VPN channel, interaction between the solution and the browser of the end user happens under the HTTPS protocol. The sent link to the Web IVR page is ciphered and is active only hour then it is necessary to request access again. The user works in a system in the mode "incognito", only its financial information on accounts is used, he cannot carry out any transactions through the IVR page.

"Touch Bank aims to offer the clients the most convenient banking products by means of technologies. The solution Web IVR which is completely developed by us will become for Touch Bank the effective tool raising the service level of clients both current, and potential. It expands possibilities of interaction with bank for those who prefer to resolve independently arising issues". David Halden, the commercial director of Orange Business Services in Russia and the CIS

"First of all, Web IVR allows to simplify process of information search and obtaining answers to questions of category "as" which do not require consultation of the specialist, and represent the short and simple instruction to action rather. This solution also allows to classify and find room for the large volume of information practically in one screen where the client selects a subject necessary to it and already in details gets acquainted with the instruction which will solve his "pain". It is simpler to read the step-by-step instruction for distribution of a credit limit, for example, than listen to the same instruction with a tube at an ear". Natalia Stepnova, operating officer of Touch Bank