Shulou(Shulou.com)06/02 Report--

The digital transformation of traditional banks is imminent. Avaya and Wang Dao Bank work together to build digital commercial banks and make them become the digital leaders of Taiwan's banking industry. At the Avaya 2018 Connect ∞ Hangzhou Summit, we had the honor to interview Mr. Lin Aiguo, Deputy General Manager and Chief Information Officer of Taiwan's Kings Bank, to answer the question of the digital transformation of traditional banking business.

Mr. Lin Aiguo, Deputy General Manager and Chief Information Officer of Taiwan King's Bank of ▲

Under the general trend of digitalization, where does the traditional bank go?

The target customers of traditional banks include the old, middle-aged and young generations, including the older generation who will not use smartphones, and the new generation who stay on the Internet. The needs they face are completely different. Traditional banks must take care of every customer and develop their business in a more comprehensive way.

In the process of digital development, many industries have become popular overnight, but we do not know the future trend of traditional banking. Wang Dao Bank, which has been operating for one year and four months, has received praise from customers and banks as well as the industry since its launch, and customers are paying more and more attention to the digital experience. this is one of the few cases in the Asia-Pacific region that have successfully used digital contact centers to carry out business, and its success has also led to an upsurge in the digital transformation of traditional banks in Taiwan.

Mr. Lin Aiguo said: "in my opinion, Taiwan's traditional banks are bound to transform in the next five to 10 years or so. However, its transformation is likely to take the road of dual-brand, the original traditional bank is still retained, and the branch will be transformed into a digital commercial bank. With the vigorous development of digital banks, traditional banks will not die, because technology is to make the world better, the user experience better, and these banks will be more valuable after transformation. "

The Origin of Wang Dao Bank and Avaya

In the highly competitive market environment, the transformed Wang Dao Bank must make a breakthrough in its business model in the face of the mature business layout of other banks. The establishment of a traditional physical branch requires applying for a license, selecting a location and absorbing human resources, which will result in high time and economic input costs, all of which will delay the successful transformation of Kings Road Bank. Considering many factors, taking "building Taiwan's first digital commercial bank" as its unique brand positioning and providing customers with more advanced digital services can make Kings stand out among many competitors.

Why did Wang Dao Bank choose to cooperate with Avaya? Mr. Lin Aiguo said that one is because Avaya's products and services rank among the best magic quadrants of Garnter all the year round. In addition, he observed that since 2010 or earlier, Avaya has jumped out of the category of traditional product suppliers, their services are more in place, more in line with customer needs. Second, because the characteristics and advantages of Avaya products fully meet the needs of Wang Dao Bank, a set of overall solution has built a contact center integration structure with easy operation and quick response for Wang Dao Bank, which can help its digital banks in Taiwan successfully seize the first opportunity.

Lin Aiguo said that in the future, Wang Dao Bank hopes to have a deeper cooperation with Avaya, making a multi-dimensional integration from suppliers to users, and its vision is to develop into a world-class digital bank, so that people all over the world can use such creative services.

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