Case Study: Industrial and Commercial Bank of China improves bank services with Huawei UC solution

Unified Communications Improve Bank Services

Industrial and Commercial Bank of China (ICBC), the largest bank in China, needed to modernize its loan approval services as it moved from local operations to a centralized management model. Its legacy communications environment was fragmented across video conferencing, contact center, instant messaging, and voice systems, making it difficult for centralized loan teams and distributed credit officers to collaborate efficiently, especially across its global branch network. Huawei provided its eSpace UC solution to address these challenges.

Huawei implemented the eSpace UC solution with core platforms in ICBC’s northern and southern data centers and voice access gateways across branches and affiliated agencies. The unified platform integrated voice, video, instant messaging, conferencing, file sharing, and existing communications systems, while also enabling call and chat recording for post-event analysis and compliance. As a result, ICBC improved communication efficiency, supported smoother centralized loan approvals, reduced reliance on PSTN-based communications, and lowered communications costs while creating a scalable foundation for future growth.

Industrial and Commercial Bank of China