The project of migration of a recording system Incom RS on Zoom CallRec for Raiffeisen Bank Aval

The company Ink within the joint program with Zoom International company implemented complete migration of a recording system of Incom RS on Zoom CallRec for JSC Raiffeisen Bank Aval.

High quality of work of Raiffeisen Bank Aval is noted by his many Ukrainian and foreign partners. And the Bank, in turn, aims to improve customer service quality at the expense of the accumulated experience and also the most modern technologies.

Within this migration the new complex of a recording system for 11 servers in divisions of Raiffeisen Bank Aval in Kiev and Kherson was set. A system is integrated together with solutions of Cisco company: Cisco Unified Communications Manager and Cisco Unified Contact Center Enterprise. Use of the latest technologies in the field of entry of a voice and capture of video in the Zoom CallRec system allows to write at the same time 400 calls and 40 images of screens. The solution is constructed based on failover clusters of recorders that provides a reliable call recording.

"The Raiffeisen Bank Aval has one of the largest contact centers in banking sector in Ukraine and in all Eastern Europe. The distributed contact center on 400 jobs which includes different divisions is implemented based on Cisco Enterprise. The recording system of a talk used earlier exhausted the functionality that became the reason of its replacement by another – more modern. Zoom CallRec allows to implement fault tolerance and to provide a reliable call recording", – Valentin Yaroshinsky, the head of department of implementation of contact centers of the company by Ink noted.

"We always aim at high quality of service of the clients, selecting different methods of providing and improvement of service quality. Implementation of the new recording system of Zoom CallRec allowing to write at the same time about 400 calls and giving an opportunity of multilevel search and monitoring of a talk helped to expand functionality of work of contact center. We can be sure that any of subscribers of our contact center will not remain unattended. We thank the staff of the company Ink for high-quality implementing solution and we hope for further cooperation", – Sergey Muzyka, the head of department of information customer service told Raiffeisen of the Aval Bank.