CTI and Metcombank unroll the hardware-software solution of contact center

The CTI company and JSC Metcombank announced in September, 2011 start of the joint project assuming deployment of the hardware-software solution of contact center for the purpose of further expansion of number of channels of remote service and process optimization of processing of telephone customer appeals of bank.

The project on creation of modern multifunction contact center was initiated by Metcombank within the development strategy providing creation of universal commercial bank with the developed network of sales and advanced technologies. Strategic priorities of bank is service of retail clients and the enterprises of small and medium business.

In the project progress, the CTI company together with bank will book audit of systems existing at the moment and processes of telephone customer service of bank, and according to the results of requirements to the systems of future contact center will be created. In addition to installation of new telecommunication equipment from Cisco, will be implemented:

• the system of a corporate IP telephony based on the software of Cisco Unified Communication Manager intended for implementation of telephone connections;
• the management system for the operator center based on the software of Cisco Unified Contact Center Express which will allow to perform automatic call distribution on call center operators, to keep statistics and to create reports for work of operators, operator groups and contact center in general;
• the system of outgoing call-down based on the software of CTI Outbound which will allow to perform campaigns of outgoing call-down;
• the system of speech synthesis based on the software of CTI Output Step which will allow to organize services with a possibility of creation of phrases based on numerical information;
• recording system of a talk based on the software of CTI Recording;
• intelligent system of automation of contact center of Metodix Contact Center, from the company "Intellectual Business systems, automating all processes of work of the operator in "single window".

According to the results of project implementation of JSC Metcombank will be provided with contact center with the developed functionality and the multistage scenario of call service.

"The Metcombank aims to support the high level of customer service. The contact center created with the assistance of CTI company will allow us to react most quickly to all customer appeals, as existing, and potential, and more effectively to organize process of their service", – Olga Frolova, the vice chairman of the board of JSC Metcombank noted.

"The CTI company since 2002 successfully works at the market of corporate contact centers, - Kaminsky Maxim, the technical director of the company of CTI tells. – Almost ten years' experience in this area allows us not only to develop and integrate bright technical solutions during creation of contact centers, but also to give to our customers support in questions of the organization and business process optimization of customer service".