Recently bank finished the construction of modern platform of contact center with automation of key business processes and introduction of fundamentally new services, that will decrease time of answer expectation and improve reliability of work and standards of quality of customers service. By means of partner, ІТ-Integrator (Cisco Authorized Technology Provider), planning and construction of contact-center was executed on the base of Cisco Packaged Contact Center Enterprise 11.0, including service of conversations record of ZOOM International company.
Project, on the whole, from planning to the start occupied a bit less than year with integration with other systems. Taking into account criticism, all systems of contact-center were built on proof to the refuses architecture to provide service availability in case of death components of the system.
The projected Kredobank contact center contains next key components:
- clients voice portal with the use of Cisco CVP technology;
- automatic outgoing call system in accordance with bank’s procedures;
- IVR;
- agents’ workplaces that are integrated with existent bank services and programs;
- online reports for the receipt of information about key indexes and SLA level of contact center;
- systems of reception and treatment of multimedia appeals, that allow to talk about stage-by-stage realization of omnichannel model.
Today contact-center is designed for 50 workplaces and has flexible possibilities for the increase of amount of operators to 1000 agents.
As a result of the project the bank has got a fully new platform for the customers service by facilities of modern communications. The built platform allows to optimize the tree of service in IVR, realize dynamic services, automatize initial campaigns and many other.
The installed recording system of the ZOOM company provides the possibility of online monitoring of the quality of the operators’ work, which increases their responsibility and the level of involvement in the process of customer service.
The modern reporting system has opened up new opportunities for prompt response to client activity and management decision-making.
“Today, high-quality and smooth communication with customers is extremely important. New contact center tools allow us to quickly respond to customer needs and make the necessary changes to the system in the shortest possible time. In addition, the introduction of a single communication tool allowed us to qualitatively improve the level of service, which will definitely affect growth number of loyal customers”, – noted Marcin Mazurek, executive director of retail and electronic business of Kredobank PJSC.
In the course of implementing the development strategy, the bank does not plan to rest on its laurels. His plans include further development of the built contact center, in particular, integration of the IVR system with other bank programs, for example, with the collection process, as well as optimization of outbound campaigns.
“Our company has “behind” more than one implementation of an industrial contact center, including for the financial sector. Our confidence in the success of the implementation of this project was given by the selected Cisco technical platform, the quality, functionality and efficiency of which we had no doubts about. As a result, the bank received an operational tool for business: improved communication processes with clients, high-level service and prompt management decision-making,” noted Oleksiy Sevonkin, director of the IT-Integrator telecommunications department.