Royal Bank of Scotland
RBS End-to-End Encrypted Customer Video Portal
RBS is one of the UK’s most recognisable brands. A leading player in the banking and insurance industry, RBS was founded in 1727 and has over 100,000 employees across the world. Lightmaker have worked with RBS for over eight years as an agency of choice for the bank’s Innovation Team.
The role of the Innovation team is to advance the use of technology within the bank and keep at pace, and ahead of, digital progress. Lightmaker’s role is to help the bank deliver innovative proofs of concept on time and to a quality standard capable of demonstrating the potential of the product to key stakeholders within the bank.
In 2014, we embarked upon our second major proof of concept with RBS to develop a bespoke video chat portal using OpenTok.
The portal is used between financial advisors and customers when a meeting in person simply is not possible. It also ensures a secure connection, providing peace of mind for the customer when discussing potentially delicate financial issues.
The Customer Video Portal has been developed responsively to operate in Chrome browsers to leverage Web RTC. Users do not need to download software to their desktops to use the portal.
Lightmaker have also developed an IOS native app version and developed a custom built repository within Microsoft Azure for all video and chat records generated from either the portal or IOS app to be archived, for regulatory purposes.
Lightmaker have developed custom features, building on the capability of the Tokbox product and utilising our skills and expertise in responsive design and IOS development.
Such features include:
- Ability to pause video stream
- Geolocation display feature for video hosts and participants to see other participant’s locations by flag icon
- Ability to drag, drop and resize your participant chat window.
After the success of the initial proof of concept, Lightmaker have rolled out multiple versions of the portal and IOS app for major brands within the RBS Group – namely, Coutts, ESpark and a version for RBS Group Executives.