Seamless Banking Communication at Scale — PrivatBank`s Viber Success Story with DecisionTelecom

INTRO

JSC«PrivatBank» is not just the largest commercial bank in Ukraine but also a true flagship in the field of financial technologies.
Thanks to its scale and openness to innovation, the bank serves millions of clients — both individuals and businesses. For fast and targeted communication with its customers, PrivatBank actively uses the capabilities of the Viber platform, particularly for sending transactional and promotional messages.
Following its victory in the tender, DecisionTelecom became the bank’s technology partner for providing Viberbusiness messaging services, delivering stable and scalable communication solutions. Transactional messages allow users to be instantly informed about fund movements, operation confirmations, and account changes, ensuring transparency and control regardless of their location.
Promotional messages, in turn, are an important part of the bank’s marketing strategy: they help customers learn about new products, special offers, and services, increasing engagement and driving business growth.

CHALLENGE

PrivatBank required a reliable technological solution for the efficient delivery of Viber business messages to its customers.
As one of the key players in the banking sector, the bank processes millions of customer requests daily from those actively using digital channels for financial transactions. Timely notifications about transactions, payment confirmations, and account changes are critically important for maintaining a high level of trust, security, and service convenience.
Additionally, PrivatBank sends a large volume of marketing messages every day, promoting its products, services, and special offers. This is why the bank was interested in partnering with a technology provider capable of ensuring stable, fast, and scalable message delivery via Viber, as well as offering a flexible technical solution that meets the bank’s high standards.
These requirements were fully met by DecisionTelecom, which became the key factor in the company’s victory in the tender.

SOLUTION

In its search for an effective channel for fast and reliable customer communication, PrivatBank chose Viber as a proven tool for sending transactional messages.
As part of the partnership with DecisionTelecom, Viber business messaging integration was implemented, covering both transactional and promotional messages via API.
Particular attention was given to transactional templates: the bank gained the ability to manage their registration flexibly, both through a convenient web interface and automatically via API. This approach simplifies template creation and usage, enabling the rapid launch of new communication scenarios and their adaptation to evolving business needs.

RESULT

The cooperation between DecisionTelecom and PrivatBank became a prime example of the effective implementation of communication solutions on the scale of a large financial institution.
Within the project, the capability to send both transactional and promotional Viber business messages was successfully integrated, with an emphasis on stable and flexible work with transactional templates.
This experience confirmed that high-quality technical integration, the right choice of delivery channel, and constructive interaction between teams allow banks to effectively scale their customer communication while maintaining a high level of service, even under intense workloads.