With technology creating greater opportunities for collaboration, the possibilities to improve meeting efficiency, enable on-demand face-to-face meetings and offer remote customer service are changing at a rapid pace. It’s no longer enough to interact by voice, chat or e-mail alone — for either enterprise users or between customers and anyone in your enterprise. Live voice and video enables the ability to interact face-to-face via the Web, providing an efficient way to meet — and surpass — customer expectations.

1. Avaya One Touch Video
solution
A video and collaboration solution for
enterprise, remote, Internet-based and
mobile users.
With technology creating greater opportunities for
collaboration, the possibilities to improve meeting
efficiency, enable on-demand face-to-face meetings and
offer remote customer service are changing at a rapid pace.
It’s no longer enough to interact by voice, chat or e-mail
alone — for either enterprise users or between customers
and anyone in your enterprise. Live voice and video
enables the ability to interact face-to-face via the Web,
providing an efficient way to meet — and surpass —
customer expectations.
Better communication for
Internet and mobile users
Avaya One Touch Video enables
personal voice, video and collaboration
sessions between your company and
your customers that have access to
an Internet-connected PC, tablet or
mobile device.
Individuals can interact with you or
anyone in your enterprise by simply
selecting a link from your Web page,
or even from an e-mail. Suitable for
environments where experts are
located at another site, Avaya One
Touch Video can provide face-to-face
connection between customers at
a branch or storefront kiosk with
Customer Service representatives.
A call can also be easily routed to
Customer Service, where agents
and experts are equipped with the
context needed to help.
Context might include recent customer
navigation on your Web site, in-process
transactions, previous contacts and/or
self-service attempts. This information
proves invaluable in saving time and
avoiding the frustration of retracing
recent steps. It also improves the
productivity of your staff, and provides
insight for cross-selling or upselling
opportunities to further satisfy
customer needs.
avaya.com | 1

2. 2 | avaya.com
Benefits
Face-to-face engagement
When you send an e-mail inviting
someone to call you via Avaya One
Touch Video, that person can call
your personal desktop video device,
a room conferencing unit or even
a videoconferencing bridge with
the click of a button. And when
customers visit your Web site, video
customer service is just a click away.
Cost savings while collaborating
With Avaya One Touch Video, the
time and money spent traveling to
a meeting or customer site can be
eliminated with simple click-to-video
capability. The customer or associate
simply selects a link from your Web
site, or one sent directly to them
in an e-mail, and a video session is
established. This convenience can
speed decision making in closing
sales (increasing revenue) or
solving customer issues (increasing
customer satisfaction). You and your
customers will realize cost savings
by eliminating Public Switched
Telephone Network (PSTN) charges
through this all-Internet-based
communications solution.
Enhanced reputation
By offering new ways to respond
quickly and easily, your organization
can develop a positive reputation
for relationship building and
customer service.
Client-friendly
Since Avaya One Touch Video is a
browser-based application, customer
interaction is simple and fast. Your
customers just click a link in an e-mail
or on your Web site, and they are
connected automatically.
Personal assurance
For peace of mind, you can conduct
a pre-session testing of a user’s
microphone and camera. The
customer can even see a display of
audio controls, call and disconnect
buttons, and user statistics.
Additional customer
service benefits
Interact one-on-one from
your Web site
Agents are available for one- or two-
way voice or video conversation, text
chat, or to share desktop content,
still images, videos and other
applications. A separate content
sharing window and a text chat
window are available to enhance
the collaboration session.
Better customer correspondence
Agents and experts receive both
external and internal context, such
as Web pages visited, self-service
attempts and previous contact
history. Context improves knowledge
of the customer, creates higher
loyalty and reduces the time it
takes to assist the customer.

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Continuous context
If an agent needs to transfer a call,
all video, audio, document sharing
and text chat controls are also
transferred to that next agent.
When conducting three-way
conferencing, the primary agent
retains control, and only audio
is shared between members of
the session.
Lower cost of investment
Adding video collaboration capability
to your contact center can reduce
your upfront investment since you
can leverage skills and routing
infrastructure that are already in
place. Additional savings can be
realized with ongoing management
and administration.
Improved quality control in
customer engagements
By routing Web-based customer
engagements through your
standardized and centralized
contact center, you can deliver
multimodal, reliable messaging and
service while leveraging existing
contact center resources for staffing,
reporting, workforce management
and quality assurance to provide a
consistent customer experience.
Call routing
When a customer initiates a session,
the request is sent to the Avaya Aura
Contact Center or Contact Center
Elite for Avaya Aura Communications
Manager as an incoming Session
Initiation Protocol (SIP) voice and
video call, where it is routed to an
agent or expert. At any time during
the call, the customer can receive
self-help still pictures, Flash content
or prerecorded video content, even
while waiting in queue.
Broad range of industry uses
Avaya One Touch Video has a wide
number of potential applications,
spanning multiple industries.
Imagine how Avaya One Touch
Video could change the way you
conduct business.
Enterprises — Collaborate with
customers, vendors and suppliers
outside of your network
Healthcare — Conduct a remote
patient consultation
Help Desk — Enable a customer to
see exactly what you’re describing
with relevant video demonstrations
Pharmaceutical — Provide
on-demand live support from
drug representatives to doctors
Financial — Conduct banking
transactions online, or provide
specialty services directly to
a branch
Retail — Provide specialized
in-store service from your expert
staff or directly from a partner or
product manufacturer
Learn more
To learn more about the Avaya
One Touch Video solution, contact
your Avaya Account Manager or
Authorized Partner or visit us at
www.avaya.com/innovations and
www.avaya.com/video.

4. About Avaya
Avaya is a global
provider of business
collaboration and
communications
solutions, providing
unified communications,
contact centers, data
solutions and related
services to companies
of all sizes around
the world. For more
information, please visit
www.avaya.com.
4 | avaya.com
© 2011 Avaya Inc. All rights reserved. Unless otherwise noted, all trademarks identified by the ®
, TM
or SM
are registered
trademarks, trademarks or service marks, respectively, of Avaya Inc.
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5. 24/7 Video-Enabled Contact
Centre for Bank of Moscow

6. 2 | avaya.com/emea
Challenge
Bank of Moscow currently
provides services to more than
100,000 corporate customers
and to more than 9 million private
individuals. Bank of Moscow is
using the Avaya communications
platform which enables the Bank's
offices to be combined into a single
information network platform, with
the aim of providing improved
services to its customers.
Solution
For the first time ever, citizens of
Moscow have full 24-hour access to
the Bank's main services. The new
Digital Office has been provided
with video-enabled contact centre,
the Avaya solution enables the
Bank's customers to engage in
video consultations with the
contact centre operators.
Value Created
°° The potential for expansion of
the client interaction channels
°° The potential for lower customer
service costs through higher
levels of self-service
°° The potential for increased sales
of sophisticated products through
better accessibility to the Bank's
services
24/7 Video-Enabled Contact Centre
for Bank of Moscow
Thanks to a combination of modern information
technologies and remote and interactive services,
Bank of Moscow is creating a new level of banking
services for corporate customers and individuals.
Within the framework of the Digital Office project
a video-enabled contact centre solution has been
implemented to assist video consultations between
customers and contact centre operators.

7. avaya.com/emea | 3
24/7 Video-Enabled
Contact Centre for
Bank of Moscow
Moscow, Russia – Bank of Moscow
is one of the industry's leaders in
terms of implementing innovative
IT solutions and currently provides
services to more than
100,000 corporate customers and
more than 9 million private
individuals. Bank of Moscow uses
the Avaya Communication Manager
platform which enables the Bank's
offices to be united into a single
information network. With the aim
of providing ultimate service quality
to its customers, the Bank has
implemented a video-enabled
contact centre solution.
"For the first time ever, citizens of
Moscow have 24-hour access to the
Bank's main services," said Vladimir
Mishugin, Managing Director, IT,
Bank of Moscow. This is not just a
video ATM, it is a fully-featured
video call between our customers
and our multimedia contact centre.
This kind of approach to setting up
video-communications between
customers and the Bank's agents
supports our customers' banking
needs and the systems ensure
scalability across our network. We
are planning to increase the number
of video ATMs in the future."
The project has been implemented
within the framework of the new
Digital Office project which enables
the Bank's customers to receive an
expert consultation at any time of
day. Through Digital Office, a
unique project using a combination
of sophisticated information
technologies, remote and
interactive services, Bank of
Moscow has changed the
traditional image of banking
services provision to private and
corporate customers.
New standards of
banking services
provision
Through the package of services
provided by the Digital Office,
customers at the branch can now
engage in 24/7 video consultations
through Bank of Moscow's contact
centre and carry out typical
banking activities in a self-service
fashion, including account access,
money transfers and payments.
The Bank of Moscow runs a modern
Customer Remote Servicing Centre
(CRSC) and has implemented a
corporate telephony project based
on a single Avaya communications
platform.
Bank of Moscow is one of the
industry's leaders in terms of
implementing innovative IT
solutions. “The world around us is
changing at an ever faster rate and
customers want the banks to
change in the same way. Avaya is
committed to catering for the
needs of companies and offers new
solutions and technologies oriented
towards multi-channel interactive
communications", said Georgui
Sanadze, Technical Director of
Avaya for Russia and CIS.
Having reviewed the options
available on the market, Bank of
Moscow selected Avaya to provide
the video-enabled contact centre
solution because it was the solution
more closely aligned to the Bank's
goals and it also enabled integration
into the existing infrastructure
based on Avaya solutions.
"It only took four months to execute
the entire project", noted Oksana
Smirnova-Krell, VP and Head of IT,
Bank of Moscow. "By taking
advantage of these new technology
solutions and adding them to our
existing scope of services, this year
we expect to be able to roll them
out across the network of branches
"Bank of Moscow is
one of the industry's
leaders in terms of
implementing
innovative IT solutions.
Avaya is committed to
catering for the needs
of companies and
offers new solutions
and technologies
oriented towards
multi-channel
interactive
communications."
—Georgui Sanadze,
Technical Director for Russia and CIS,
Avaya
"For the first time ever,
citizens of Moscow
have full, 24-hour
access to the Bank's
main services. This is
not just a video ATM,
it is a full-featured
video call between
our customers and
Bank of Moscow's
multimedia contact
centre."
—Vladimir Mishugin,
Managing Director, IT, Bank of Moscow

8. 4 | avaya.com/emea
in Moscow, and also in those
regions where the branches are
ready to manage the
implementation".
It took only three weeks out of the
four month project to introduce the
video-enabled contact centre
solution. The required applications
were deployed both at Bank of
Moscow cash machines and at the
contact centre where the operators'
workstations were equipped with
video cameras. The system was
tested, the video call queue routing
was then adjusted and the video
sessions between the client and the
contact centre agent were
successfully executed.
Video consultations at
the Contact Centre
The Bank's Digital Office service
package ensures convenient 24/7
management of accounts and
services. If a customer has a query,
he/she may contact a specialist at
any time and receive the required
information using the two-way
video communications. The
information menu may be viewed
using the video IVR service. Video
calls are fully integrated into the
database and expand the options of
communication with the customer.
Like all other queries addressed to
the contact centre, their duration is
tracked and can be monitored. In
the past customers had to contact
the Bank's offices to carry out
money transactions on their
accounts, now they can conduct the
necessary transactions themselves.
The Avaya solution has enhanced
accessibility to the Bank's services
and offers the potential to increase
the sales of sophisticated products
by the offices thanks to access to
expert resources. As a result, the
video-enabled contact centre has
helped enable Bank of Moscow to
meet its strategic goals of
expanding its channels of
interaction with its clients and
increasing its operational efficiency.
Applications
°° Avaya Aura®
Call Center Elite
°° Avaya one-X®
Communicator
°° Avaya Call Management System
Services
°° APS one-X control
implementation
°° Video queue routing
implementation
About Bank of Moscow
OAO "Bank of Moscow"
(www.bm.ru) is one of Russia's
largest universal banks that offers a
diversified scope of financial services
for legal entities and individuals.
Today Bank of Moscow is providing
services to over 100 thousand
corporate customers and over
9 million individuals. Among the
Bank's corporate customers are
some of the largest enterprises
across various industries, as well as
SMEC customers. The high
reliability of the Bank of Moscow is
confirmed by rankings published by
international agencies. The Bank's
long-term credit ranking is Baa2
according to Moody's Investors
Service ranking, and BBB-
according to Fitch Ratings.
About Avaya
Avaya is a global provider of
business collaboration and
communications solutions,
providing unified communications,
contact centres, data solutions and
related services to companies of all
sizes around the world.
For more information please visit
www.avaya.com/emea.
© 2011 Avaya Inc. All rights reserved.
Avaya and Avaya logo are the trademarks of Avaya Inc. and are registered in USA and other countries. All trademarks with symbols ®, SM or TM are, respectively,
registered product marks, service marks or trademarks, of Avaya Inc. All other trademarks belong to the respective owners. Avaya may also have title to the trademark and
other terms used herein. Mention of the company Avaya also implies the mention of the corporate solutions department of the company Nortel purchased by Avaya on
December 18, 2009.
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