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Bank of Moscow Implements Avaya Video-Enabled Contact Centre to Underpin New "Digital Office" Offering

  • Enhances Current Multimedia Contact Centre Offering to Provide 24/7 Access to Key Bank Services and Assistance via Video Consultations – Without Onsite Staff

Avaya will underpin Bank of Moscow's new Digital Office branch format, first launched at the Bank's Moscow branch at 8 Tsverskaya Street.


MOSCOW, Russia – Avaya, a global leader in enterprise communications systems, software and services, and Bank of Moscow, one of Russia's largest universal financial institutions, today announced that Avaya will underpin Bank of Moscow's new Digital Office branch format, first launched at the Bank's Moscow branch at 8 Tsverskaya Street.


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. Using Avaya's Video-Enabled Contact Centre, customers at the branch can now engage in 24/7 video consultations through Bank of Moscow's contact centre, helping them carry out typical banking activities in a self-service fashion, including account access, money transfers and payments. 


These video consultations are fully logged and managed via the Avaya Contact Centre solution, which allows Bank of Moscow to offer an extended range of services at times convenient to its customers – without the need for actual on-site staff to support these transactions.


The announcement is an extension of Bank of Moscow's existing relationship with Avaya. The Bank has been using Avaya Contact Centre technology, with Avaya Communication Manager and telephony, to underpin its leading multimedia contact centre.


"It only took four months to execute the entire project," said 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 in Moscow, and also in those regions where the branches are ready to manage the implementation."


"For the first time ever, citizens of Moscow have full, 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 full-featured video call between our customers and Bank of Moscow's 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."


"Bank of Moscow is one of the industry's leaders in terms of implementing innovative IT solutions. We are confident that the Avaya Video-Enabled Contact Centre solution will allow Bank of Moscow to simplify and expedite the process of obtaining information for its customers and will help it to retain and increase customer loyalty and expand the Bank's customer base," said George Sanadze, Technical Director of Avaya in Russia & CIS. "Avaya is constantly striving to ensure that by using our technologies, our customers can ensure maximum customer satisfaction."


About Bank of Moscow

OAO "Bank of Moscow" ( 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 rendering services to over one hundred thousand corporate customers and over nine 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 leader in enterprise communications systems. The company provides unified communications, contact centers, data solutions, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness. For more information please visit


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