Promsvyazbank integrated IVR with bank software: economy to 100 thousand euros

Integration of the IVR system with the system of bank service will allow clients of Promsvyazbank on simple questions to obtain information in the automatic mode. The bank will save on operation of contact center up to 100 thousand euros a year.

Promsvyazbank using Asteros IT company integrated the system of interactive speech interaction (Interactive Voice Response, IVR) on the Avaya platform with the system of remote banking of individuals PSB-Retail.

The bank resides in search of tools which would increase remote customer service, whom only in the private sector at it 1 million people.

That clients of bank could in the automatic mode by phone obtain information on accounts, deposits and cards, in Promsvyazbank and the decision to integrate IVR and a banking system was made. The solution Avaya Voice Portal (AVP) became the platform for integration.

On all project three months left. Now the scheme of work of the solution looks so: when the client selects the self-service mode, information on an incoming call comes to a banking system of PSB-Retail which defines algorithms of further interaction with it. Teams of the voice menu are formed automatically.

In the mode of voice self-service not only general information about services of bank, but also data on its products is offered to clients. In particular, balance enquiry according to maps, accounts and deposits, obtaining information on debts on the card, the amount of the expected payment and the blocked means on the card.

According to Olga Russkikh, the associate director of department on remote sales of Promsvyazbank, now the flow of clients with standard questions will go for self-service that "in the long term will allow to lower load of operators on similar questions and to service bigger number of addresses of a difficult profile".

Important aspect of use of the integrated solution is also economy on total cost of ownership by the IVR platform. "As shows our experience, the similar scheme of integration allows clients to receive significant economy within 50-100 thousand euros a year", –Valery Sokolyuk, the director of the department of telecommunication solutions of Asteros company [[Sokolyuk Valery|]] noted.

According to him, in the last 2-3 years integration of IVR with banking systems is very popular. As similar projects give fast and very noticeable effect, and clients receive operational service. "The bank wins too as need to support army of call center operators for processing of trivial requests from clients disappears", - he explained.

Integration of IVR and banking systems successfully works in Rosbank, Gazprombank, Alfa-Bank, Sberbank and other financial institutions.