Media Release
4 September 2012
ASB connects customers face-to-face with banking specialists via new video service
• ASB partners with New Zealand’s FaceMe to offer innovative video conferencing system
In a New Zealand-first, cutting-edge video technology will soon allow ASB customers to connect directly with banking
specialists face-to-face, at a time and place convenient to them. ASB’s move comes as the result of a partnership
agreement signed with New Zealand technology company FaceMe who will provide ASB with its browser-based video
conferencing system.
FaceMe works on almost all computers to connect customers directly to ASB over a secure video-conferencing system, all
without the need for the customer to download any additional software. The service also offers the secure sharing of
documents, making the call as functional as a real face-to-face meeting. This means banking arrangements can be changed
or confirmed without having to go into a branch, which will provide customers with easier access to a wider range of
banking services from wherever they choose. The service will also be available on mobile devices within the next few
months and additional video banking services such as account opening are under development
“New Zealanders are generally very tech-savvy and have continued to embrace mobile and video technology in their
professional and personal lives,” says Ian Park, ASB’s Executive General Manager for Retail & Business Banking. “At the same time, video technology has matured to the point where lifelike video conversations,
combined with live document sharing can provide a rich and satisfying experience for customers. We believe that the New
Zealand market, with its geographically dispersed and often time-challenged population will see some real benefits in
having a simple, convenient and effective channel to engage with their bank when and where they want to.”
“It’s a very exciting development in the sense that it provides a new level of choice and convenience to customers who
may live some distance from a branch or who don’t have the time or interest to attend a physical meeting with their
bank,” says Mr Park. “Direct video is a new channel that will complement our existing branch network and contact centre
in addition to the other technology-based services we have launched recently such as our upgraded ASB mobile banking app
and our Facebook Virtual Branch.”
"We are delighted to be partnering with such a forward thinking organisation as ASB,” says Mark Christensen, FaceMe
Managing Director. “The basis of our whole product development has been ‘wherever you are and whatever you use", and
with FaceMe, we've been very successful at doing this within an absolutely, 100 per cent secure environment for the
Bank's customers.”
ASB has been at the forefront of the adoption of video technology for some time and the Bank already operates a
successful network of on-site customer video phones, which are available in branches across the country. These video
phones have proven to be a popular way for customers to connect with off-site specialists with a high volume of video
calls made daily. The introduction of direct video calls via FaceMe represents a major milestone in ASB’s drive to offer
video as a viable and effective channel for customers to engage with their bank. ASB’s existing video specialists and
infrastructure will be used to support calls made via FaceMe.
Using FaceMe’s technology, customers can make a video-call appointment in advance by phone, email or in-branch and then
connect to a banking specialist at the appointment time through a simple email link that automatically starts the video
call. The technology is expected to prove popular for customers wanting to discuss insurance needs, home loans and
business lending and will allow greater flexibility to small businesses, who will be able to talk directly with their
banker outside of normal business hours.
With initial testing complete, a full pilot programme for the FaceMe technology is currently being implemented and
customers will be able to use the video-technology when it is launched in the near future.
When it comes to security, FaceMe technology supports the same global security standards required by banking online and
mobile. With the use of TLS session encryption and AES 128 Ciphers for real time traffic, customers can be confident
that privacy and security are top priorities for this service.
ENDS