Unblu’s primary focus is financial services and in this section we explain why we are the preferred conversational platform for the financial institutions.
Messages, files, session details… all conversational kept only server-side
Unblu manages and keeps all conversational data and content in a central data storage. Even for the mobile representation, no data is ever kept at the device level as Unblu is using a hybrid mobile architecture. This ensures that the bank can manage all compliance and data discovery from a central repository and can comply with the requirements set forth by the respective banking regulator.
Do you want to make video consultation compliant? We make it possible for you.
Unblu provides a secure and compliant WebRTC based video service (Vonage). Through a combination of proprietary software from Unblu, together with encrypted archiving and geofencing of media-in-flight, Unblu has proven to its banking and financial services customers that we can provide a compliant and reliable video and audio solution.
Deployment options thought through
On-premises: customers have the ability to lock the configuration of a production system
While Unblu is highly configurable and provides the ability to apply dynamic configuration changes, the production configuration can be locked down through configuration files to ensure the bank has a proven audit trail of the system configuration.
In our Financial Cloud: fully compliant Unblu offers a multi-tenant share cloud with all the security demanded by the financial authorities.
Do you want to exclude data from the co-browsing? With Unblu you can.
By tagging elements of the website Unblu makes it possible to exclude data or skip elements from the capturing process. This way sensitive data is never transmitted from the customer’s browser to the Unblu server. This eliminates the need to include the collaboration server infrastructure in, for instance, a PCI audit.
Integrating Unblu in your infrastructure without compromising the existing security setup
In case of an on-premises deployment, Unblu is integrated behind the Web Application Firewall of the instrumented application and becomes part of the application infrastructure. All methods to secure the e-banking applications such as the WAF intrusion detection mechanisms are kept in place unaltered. Unblu does not require any additional ports to be opened to work.
Secure Co-browsing of applications with protected resources
Many e-banking solutions such as Avaloq, Temenos or Crealogix have protected resources. Unblu provides a standard software component called the SecureFlow Manager which securely captures session specific, protected, and encrypted resources (e.g. CSS, graphic, or image files). This way co-browsing is possible even for highly protected environments.
Mobile co-browsing is restricted to your instrumented banking app
Mobile Data and Browser Data Capturing only ever happens on the app level. The bank never gets to capture any data or output that is generated by the device outside of the instrumented web application or the instrumented mobile application. As an example, when a user changes the view away from the instrumented mobile application, the rendered screen turns black for the agent.
No installation of software for Customers or Agents
Unblu is completely browser based and works inside the browser without any software installation. Neither the agent nor the end customer need to install any software. There is no liability for the bank with regards to forcing a software installation onto the end customer's computer. Unblu supports modern versions of Firefox, Chrome, Edge, Internet Explorer, and Safari together with Safari and Chrome on mobile.
You already know who you’re talking to
Thanks to ID propagation for customers who are authenticated by the bank and insurance companies (inside their online portals), Unblu is aware of the customer ID. This effectively removes the need to pass the customer through a Customer Verification Process to identify them, as is done via traditional telephone banking, for example.
One platform that fits into many customer journeys
The Unblu Platform has been designed to facilitate a seamless customer journey from chat to video and voice, through embedded, universal, document and mobile co-browsing. This is how an in-person interaction works - if a computer is available, neither party feels limited by one view. You use all the views and communication methods needed to make the conversation effective and efficient. It works the same way with Unblu, but digitally, and all while staying compliant. Every function is available to the agent and customer and switching between them could not be easier.
Highly configurable platform for a very demanding industry
Unblu has been designed for the enterprise requirements of banks and financial institutions over 10 years. For that reason the system is highly configurable (we have over 2,000 configuration settings) even at runtime.
We support cross-domain use-cases
Let’s say you have two or more domains that your customers may need to browse on a particular journey, e.g. starting on bank.com and moving to bankwest.com. With Unblu cross-domain setup you can instrument both websites with the same Unblu account and allow sessions to continue from one domain to the other.