Novikombank uses the Russian solution of Naumen Contact Center for work with customer appeals

2020: Implementation of Naumen Contact Center

On August 12, 2020 Naumen reported that in Novikombank, one of financial institutions of the country and reference bank of State Corporation Rostec, implementation of the Russian solution Naumen Contact Center for automation of processing of customer appeals is complete. The project allowed bank to migrate from the hardware and software system set earlier which ceased to satisfy to requirements of the growing business.

According to the results of implementation, based on the Naumen Contact Center platform the project for processing of the entering customer appeals which includes the configured scenarios of work with calls, ready templates of answers, flexible management by queues of calls and the regulated reporting is implemented.

The platform of contact center was integrated with the main information systems of bank from where necessary information in work of operators on the credits, deposits and plastic cards is loaded.

Besides, in the NAUMEN system skills of operators are displayed thanks to what supervisors can quickly change the structure of project teams, in the online mode switching operators between projects depending on length of queues. A system also allows to configure a priority of processing of incoming calls according to subject of the address.

With transition to the NAUMEN platform we had a progressive system of the reporting which helped to increase operational efficiency of contact center. In one of divisions we already applied the system of motivation in which the average time of service of a call and also the service post-quality evaluation delivered by the client in IVR is considered.

During 2020 the contact center of Novikombank is going to implement the systems of speech recognition and speech self-service in IVR based on NAUMEN technologies. Besides, integration of the platform with an information system for obtaining operational data on interbank transfers of clients is planned.

Already more than 30 federal banks and insurance companies use solutions of NAUMEN for automation of client service. Project implementation for Novikombank confirms that the solutions NAUMEN de facto become the industry standard for the Russian banks.