Case Study: China Merchants Bank achieves remote banking profit growth with Huawei IP Contact Center

Finance Advice Centers Turn to Remote Banking

China Merchants Bank (CMB) needed to replace a decentralized, limited telephone banking setup that could not share information across channels, scale to growing customer demand, or support richer service and marketing functions. Huawei helped CMB modernize its toll-free call center with an IP Contact Center (IPCC) platform, enabling the bank to move from a simple financial advisory service to a remote banking center.

Huawei implemented a three-site, multi-center call center architecture with multimedia access, personalized IVR, outbound call management, and stronger operations management tools. The result was a more resilient, customer-friendly, and profitable service model: CMB now serves more than 60 million customers through 2,500 agents, improved convenience and trust scores in customer surveys, and turned its call center into a profit center while earning repeated industry awards.

China Merchants Bank