As one of the main integrators and consulting partners of Tatra banka, we ensured the comprehensive implementation of the ‘Remote Assistance’ solution and connected Unblu technology with the bank’s existing infrastructure.

“We are pleased to support Tatra banka in launching the ‘Remote Assistance’ service, which delivers immediate value to both clients and the bank. This project confirms that expert collaboration and technical know-how can create measurable benefits and genuinely improve processes. We provided Tatra banka not only with our technical expertise but also consulting advice and support throughout the project, ensuring smooth integration of Unblu technology with the bank’s existing mobile app.”

– Radovan Ulej, Presales Consultant, Soitron

Our key role was to oversee integration, enabling routing of calls and communications from the mobile app directly to the contact center. Since we helped Tatra banka build its contact center on Cisco technology years ago, we had in-depth knowledge of the environment and could prepare an optimal solution.

It was crucial that all systems – the mobile app, Unblu, and Cisco – worked seamlessly together, providing accurate information on banker availability while ensuring client security and verification. The project required close collaboration between three parties: our Soitron team, Unblu specialists, and the Tatra banka mobile app developers. As a consulting and business partner, we provided continuous support and expert advice throughout the project.

Our role went beyond a typical IT vendor, addressing architecture, implementation details, and best practices to ensure the final solution was stable, secure, and user-friendly.

The project’s uniqueness lies in the fact that Tatra banka is the first bank in the region to integrate the ‘Remote Assistance’ service directly into its mobile app. The service uses Co-Apping technology from the Swiss company Unblu, an expert in Digital Client Interaction Solutions for the financial services sector.

With Co-Apping, the banker can guide customers from within the mobile app, while ensuring all sensitive information – such as passwords – remains private. This secure, high-touch collaboration maximizes efficiency, saving time for the banker and customer, which directly impacts satisfaction.

“We’re especially proud of this project with Tatra banka. Their relentless focus on building ‘a superior customer experience’ has been evident at every stage of the process. I believe this represents a new benchmark in banking innovation in both the country and extended region. On behalf of Unblu, I’m also grateful to the outstanding team at Soitron – their deep expertise of Tatra’s ecosystem and strong collaboration made it possible to integrate Unblu’s Co-Apping technology into a solution that’s both elegant and impactful. The results speak for themselves – efficiency gains, higher satisfaction, and above all, a better connection between bankers and customers.”

– Jens Rabe, Co-CEO, Unblu

The deployment of the voicebot in the contact centre resulted in increased client satisfaction due to timely payment reminders. Virtual assistant Emma has been successfully handling over 95% of calls correctly, achieving a performance level similar to that of human operators.

The operators’ satisfaction also improved as they were relieved from repetitive tasks, enabling them to focus on resolving more complex issues. In its initial use case, Soft Collections, Emma processed the same volume of calls as three operators, managing over 6,000 calls per month.