VirtualBranch

Remote Branch Services Platform

The branch service, without the branch visit

Some services still send customers to a counter - because they need a specialist, a document exchange, identity confirmation or guided help. Virtual Branch delivers that same service remotely, and completes it.

See a branch service delivered remotelyRequest a demo

Illustrative Virtual Branch console. All figures are sample data.

Virtual BranchTalk to X-Shift
Remote branch session
Saudi Specialist in white thobe and red shemagh
Live session
You You
Specialist · Corporate onboarding
SERVICE PROGRESS
Identity confirmed
To the standard the service requires
Documents exchanged
Board resolution accepted in session
Form completed
Guided field by field
4
Transaction confirmed
Account opened, record updated
DOCUMENTS
Commercial registration
Accepted
Board resolution
Accepted
The session is the service, not a step before it.

A representative view of the Virtual Branch interface, built from the product’s own model.

Before the rollout

Which journeys should move remote is the first decision

Remote delivery only pays off on the journeys that genuinely needed a specialist. Deciding which those are comes before choosing a platform.

Footfall fell and branch cost did not.What remains in the branch is the long, complex, specialist work.Virtual BranchCustomers come in because a specialist is not in every location.Scarce capacity is constrained by geography rather than by demand.Virtual BranchWe do not know which journeys should move remote.Moving the wrong ones produces a video call and no completed service.Customer Journey & Service Design
Staying here?You are evaluating remote service platforms and need the capability detail.

What it does

What Virtual Branch does

Some services still send people to a counter - because they need a specialist, a document checked, an identity confirmed or somebody to guide them. This delivers that remotely.

01

The customer reaches it from where they are

Joined from the browser on the page, app or call they were already on - by appointment where expertise is scarce, on demand where it is not.

OutputAccess without a journey
02

Routing finds the right specialist

By service type, skill, authority, language and availability - not simply whoever is free.

OutputThe right person, not the next person
03

Identity is confirmed to the level the service needs

Appropriate to what is being performed, recorded against the session rather than taken on trust.

OutputA check attached to the record
04

The service is actually completed

Documents reviewed live, forms guided field by field, screen sharing where the customer needs to be shown - finished in the session, not after it.

OutputA completed service, first time
05

It lands in the systems that matter

The session linked to its case, the workflow progressed, the outcome and any follow-up recorded before it closes.

OutputA record, not a recollection

The challenge

Digital channels handle the simple journeys. The branch keeps the rest.

The services left in the branch are the ones self-service could not reach.

Self-service has absorbed balance checks, statements and simple requests. What remains in the branch is the work that genuinely needed a person - specialist advice, complex applications, document verification, guided completion. That work did not become digital; it became the reason the branch still has a queue.

Experience flow

One session, start to outcome

The customer connects remotely, reaches a specialist who can actually handle their case, exchanges what needs to be exchanged, and leaves with the service completed and the record updated.

01
Customer connectsFrom the page, app or call they were already on.
02
Routed to a specialistBy service, skill, authority, language and availability.
03
Identity confirmedTo the level the service requires, on the record.
04
Documents & formsReviewed live and guided field by field.
05
Service completedFinished in the session, not after it.
06
Record updatedLinked to the case, with follow-up recorded.

Scroll the timeline sideways to see all six steps.

Virtual Branch service flow

Capabilities

What the platform provides

01

Live video

Video session between customer and specialist, joined from browser or app.

and 10 more below

Virtual BranchIllustrative
FEATURE Live video Session LIVE · 06:12 Specialist · Corporate onboarding Mute Share Record End IN THIS SESSION Identity confirmed Document received Checklist step 3 of 5 Outcome pending Session illustrative

Queue management

On-demand joining with visible position and estimated wait.

Document exchange

Documents shared and reviewed inside the session rather than by email afterwards.

Digital forms

Forms completed in session, with the specialist able to guide field by field.

Screen sharing

Guided completion where the customer needs to be shown, not told.

Service workflow

The service progressed through its defined steps during or immediately after the session.

Customer history

Prior interactions and cases available to the specialist in context.

Case integration

The session linked to the case or transaction it belongs to.

Recording where required

Session recording where the service or regulation requires a record.

Service analytics

Volume, handling time, completion rate and outcome by service type.

Feedback

Post-session feedback captured against the specific service performed.

The session

One service, completed inside one session

A remote service session is only useful if the customer leaves it with the thing they came for. The tools below are not a feature list - they are what one person actually does between joining and being finished.

NOT A VIDEO CALL WITH TOOLS BOLTED ON

The video is the part you can see. The service workflow is the part that finishes the job.

01

The customer joins with their context

Joined from a browser without an install, arriving from the page, app or call they were already on. Where the systems are connected, the specialist opens the session already knowing who this is and what they were doing.

OutputA session that starts where the customer left off
02

Identity confirmed to the level the service needs

Confirmation appropriate to what is being performed - no more than the service requires, and recorded against the session rather than taken on trust.

OutputAn identity check attached to the service record
03

Documents requested, supplied and reviewed live

The specialist asks for what is missing and reviews it while the customer is still there. Where something is wrong, it is corrected in the session instead of becoming a second appointment.

OutputDocuments accepted, or corrected on the spot
04

Forms completed with someone watching

Guided completion field by field, with screen sharing where the customer needs to be shown rather than told. The specialist sees the step, the requirement and the progress.

OutputA form submitted correctly the first time
05

The case moves, and the outcome is recorded

The service is progressed through its defined steps during the session, linked to the case it belongs to, with the outcome and any follow-up captured before the session closes.

OutputA completed service, not a promise to call back

Routing

Connect every customer to the right specialist

Scarce expertise is the constraint in remote service, not video capacity. Routing decides which of a small number of qualified people takes this session, and it has to do so on more than who is free.

01

The service is identified

What the customer is trying to do - selected by them, carried from the journey they were already in, or established at the start of the session.

OutputA service type, not a general enquiry
02

The requirements are read

Service type, the skill or authority it needs, the language the customer wants to be served in, the segment they belong to, and any rule the organisation has defined for who may handle it.

OutputA defined set of eligible specialists
03

Availability decides between them

On-demand where somebody qualified is free, with queue position and estimated wait visible to the customer. Scheduled where the expertise is genuinely scarce.

OutputA named specialist and a time
04

The session opens with what they need

The specialist joins holding the service type, the customer record and the case it relates to, where integration allows - rather than opening with an introduction and a question.

OutputA session that begins in the middle, not at the start

Operations

Run it like a service operation, not a meeting room

A remote branch fails quietly. Nobody complains about a queue they left. These are the measures that make that visible while it is happening.

01

Demand and mix

Sessions by service type, and the split between on-demand joining and scheduled appointments, so capacity is planned against what people actually ask for.

and 2 more below

Virtual BranchIllustrative
FEATURE Demand and mix Rolling 12 weeks SESSIONS 3,910 +12% ON-DEMAND 72% +5% SCHEDULED 28% +3% PEAK DAY Tue SESSIONS BY SERVICE TYPE Account opening 1,240 Financing 915 Card services 594 Premium 332 Other 159 Figures illustrative

Outcome and follow-up

What the session produced, and where it did not complete, what it turned into - a case, a document request, a scheduled return.

Customer feedback

Feedback captured against the specific service performed, so a score is attached to a journey rather than to the channel in general.

With the platform

What the rest of the platform adds, where you run it

Virtual Branch is a remote expert service platform and works on its own. Where an organisation already runs the other X-Shift platforms, each adds something specific to it. None of this is required.

01

X.24 - before the session

Automated handling of what does not need a person, so a specialist session is reached only when one is genuinely needed - and the agent can gather what the service requires before the specialist joins. Optional.

and 1 more below

Virtual BranchIllustrative
INTEGRATION X.24 - before the session Optional CONVERSATION TURNS · LAST 24H SETTINGS Language Arabic and English Dialect Saudi Voice X.24 - after the session Handover On low confidence

Use cases

The journeys that still send people to a counter

Remote delivery pays off where the visit exists because of a specialist, a document exchange or guided completion - not where self-service was already close.

01

Account opening that stalls at verification with Virtual Branch

Situation

A customer starts an account application in the app, reaches a step requiring verification and a signature, and is told to attend a branch to finish it.

What happens
  1. Verify identity
  2. Guide the customer
  3. Exchange documents
  4. Complete in your systems
Outcome

The application continues in a video session with identity confirmed, documents exchanged and the account opened before the customer leaves.

Commonly applied in Banking and across other sectors

02

Specialists outside the main cities with Virtual Branch

Situation

Mortgage and investment specialists sit in a few main branches, while customers in smaller cities are asked to travel or to wait for a visiting adviser.

What happens
  1. Verify identity
  2. Guide the customer
  3. Exchange documents
  4. Complete in your systems
Outcome

Routing by service and skill puts the customer in front of a specialist wherever either of them happens to be.

Commonly applied in Banking and across other sectors

03

Beneficiary services requiring documents with Virtual Branch

Situation

A beneficiary must present original documents at a service centre before a benefit can be approved, and the nearest centre is a journey rather than an errand.

What happens
  1. Verify identity
  2. Guide the customer
  3. Exchange documents
  4. Complete in your systems
Outcome

Documents are shared and reviewed inside the session, identity is confirmed to the level the service requires, and the case progresses.

Commonly applied in Government and across other sectors

More ways to apply it

Corporate contracts signed in store with Virtual Branch

The contract is completed in a guided session, with forms filled field by field and the record updated as it closes.

Telecommunications

Admission paperwork found incomplete with Virtual Branch

The paperwork is checked and completed in a remote session before the visit, with the specialist guiding each form.

Healthcare

Commercial connection applications with Virtual Branch

Drawings are shared and reviewed on screen with the officer, and the application moves to its next stage during the session.

Utilities

High-value purchases needing finance with Virtual Branch

A specialist joins the session from the checkout, confirms identity, completes the finance forms and the purchase is concluded there.

Retail

Certificate verification at registration with Virtual Branch

Verification happens in a scheduled remote session, and registration is completed with the record updated and the student told the outcome.

Education

Service demand around Hajj and Umrah with Virtual Branch

Seasonal demand is met by video sessions with queue position visible, routed by language to a specialist who can complete the service.

Government
Explore by industry

Illustrative applications rather than delivered engagements, and the acceptable identity method for any service is a regulatory question settled during design.

Common questions

What buyers ask before an evaluation

Next

Where to go next

See a full remote service

One of your own branch journeys run end to end - identity, document exchange, guided completion and closure - rather than a feature tour.

When you already know which services should move remote.

Request a demonstration

Decide which journeys move

Customer Journey & Service Design identifies which branch journeys are genuinely remote-suitable and redesigns them for it.

When the branch network question is still open.

Customer Journey & Service Design

Remote delivery pays off on a well-chosen subset of journeys and disappoints on a poorly chosen one. The selection matters more than the platform.

Where this sits

Related

Deployed asVirtual BranchThe remote branch operating model.
Applied inBanking & Financial ServicesThe primary application.
Runs onVirtual VisitRemote visits and guided assistance beyond branch services.
Runs onX.OrbitThe case and service record behind the session.

Also relevantCustomer Journey & Service DesignContact Center Transformation

Built on this

Solutions that deploy Virtual Branch

A solution is what we build from this platform, scoped to your organisation, with a go-live.

Remote Customer Experience

Virtual Branch

Branch-grade service delivered remotely, and completed in the session.

Next step

See Virtual Branch against a scenario close to yours

We run demonstrations on a journey you actually handle rather than on a script written to show the product well.

Start a conversation