GMS Helps Oschadbank Increase Customer Satisfaction with the Implementation of Free Calls via Viber

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Baar, Switzerland — May 29, 2024 — GMS, the AI communications solutions partner for Mobile Operators and Enterprises worldwide, proudly announces the successful implementation of Viber Business Calls for Oschadbank, Ukraine’s largest universal state-owned bank. This solution has significantly improved the bank’s customer service, particularly for customers outside Ukraine, and increased customer satisfaction.

Like many other organizations, Oschadbank faced challenges related to ensuring stability and efficiency in customer service during the war. Special attention was given to the needs of customers who had left Ukraine, as additional communication channels with the bank were needed.

GMS offered Oschadbank a solution in the form of Viber business calls — a free communication channel that uses Viber’s voice technology for real-time interaction. This solution allowed the bank’s customers to quickly contact the support service regardless of their location for free, using the Internet instead of mobile networks.

The implementation of Viber business calls by GMS brought numerous benefits to Oschadbank and its customers:

  • Increased customer satisfaction: The convenient and free communication channel allows customers to resolve their issues quickly.
  • Enhanced service efficiency: Customers outside Ukraine can maintain uninterrupted contact with the support service.
  • Cost optimization: The bank reduced customer service costs thanks to the economically advantageous solution.


“Viber business calls are an effective alternative to regular mobile phone calls, which is especially relevant for our clients currently living outside Ukraine. We have received a lot of positive feedback about this option and express our gratitude to Rakuten Viber and GMS for helping us implement it,” said Anton Tyutyun, Deputy Chairman of the Board of Oschadbank, responsible for retail business.


About GMS

GMS is the AI-driven communications solutions partner for Mobile Network Operators and Enterprises globally. GMS’ deep understanding of MNO and Enterprises messaging business, expertise in network protection, and global connectivity set the foundations for GMS to move into the future: AI communications solutions that enable great customer engagement and exceptional customer experiences. Through recent acquisitions, GMS has enhanced its product portfolio with Generative AI and Conversational AI, as well as improved the technical capabilities of GMS CPaaS. The new GMS product offering will help our clients to grow their business, improve operational efficiency and build trust between their brands and their customers.


About Oschadbank

Oschadbank is Ukraine’s largest universal state-owned bank, with a network of nearly 1,200 branches, 2,793 ATMs, and 2,559 self-service terminals nationwide. The bank continually expands its technical, operational, and security capabilities to provide uninterrupted services to individuals and legal entities. Focused on delivering high service levels, Oschadbank maintains secure and convenient omnichannel communication with customers 24/7 through various channels, including a contact center, chatbots, social networks, messengers, mobile apps, and a network of branches.

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