Upgrade of contact center of Tinkoff Credit Systems bank

In 2013 "Tinkoff Credit systems" constructed additional DPC for the purpose of increase in fault tolerance of IT systems, critical for business of bank. Within the project it was also decided to provide reservation of one and all systems of contact center of TKS. Besides, the software of these systems was updated to the most current versions that gave the chance to provide the maximum functionality put at the moment by the producer. The quantity of jobs for last 2013 was increased more than by 700 in this connection it was required to upgrade the system of outgoing call-down seriously. As a result it is transferred from the software solution Avaya Proactive Contact with CTI on the platform of an operator class — PG230 POD. This step allowed bank to reach the greatest possible fault tolerance of a system of outgoing call-down, to considerably increase the accuracy of classification of outgoing calls and to develop its performance to record levels. For the end of 2013 it exceeds 100.000 outgoing calls a day.

The Asteros company began with summer of 2012 upgrade of contact center for Tinkoff Credit Systems bank. During the project the number of jobs of operators will double up to 1500, the key systems and software will be updated. For bank which works with clients remotely possibilities of new contact center directly will affect business development.

The Tinkoff Credit Systems (TCS) online bank is the only financial institution in Russia where there are no "live" queues. Everything speaks simply — TKS provides banking services remotely by means of IT services: on the Internet and by phone through contact center. Therefore reliable IT systems which support continuous work of operators and allow to manage effectively the center, are a support of business of bank.

By the beginning of 2012 the bank emitted more than 2 million credit cards. The management of TKS decided to expand and upgrade contact center to save high quality of service. The Asteros company is attracted to the project.

During the project systems will not are upgraded and it is updated by software of contact center, but the quantity of jobs of operators — up to 1500 people is doubled.

The fact that the contact center of TKS initially works at Avaya technologies, predetermined the choice of future solutions. By September of the current year when the project is complete, specialists of Asteros will perform the following works:

• will expand server capacities of a communication framework of Avaya Communication Manager;
• will increase number of ports of a system of automatic speech interaction and the voice Avaya Voice Portal menu;
• will expand access for operators to the Avaya Call Center Elite system which is responsible for distribution and routing of the arriving voice calls;
• will make migration on new software of Avaya Interaction Center providing processing of multimedia addresses and also integration with external information systems (including Siebel CRM system);
• will update the module Avaya Proactive Outreach Manager for creation and accomplishment of different scenarios of customer service;
• the number of users of the Nice Perform system which helps to write a talk will increase and to receive a business intelligence;
• will update reporting system of Avaya Call Management System.

"Tinkoff Credit Systems is the online company which constantly looks for new ways of development of the services and high-quality maintenance of customer service. Contact center in this case — one of the most demanded instruments of interaction with the acting and potential clients. We carefully selected the contractor capable to carry out large-scale updating of a system, without interrupting workflows. Eventually we are interested not only to increase capacity of contact center, but also further dynamically to develop business, to increase efficiency of the used remote channels" — Vyacheslav Tsyganov, the vice president of Tinkoff Credit Systems bank shares expectations.

"For the company which uses remote communication channels as the main method of communication with clients the technological effectiveness of systems is the main requirement. Therefore our task — to create the multifunction and reliable solution which will continuously support business processes of bank. The updated contact center of TKS will become one of the largest call centers in banking sector of Russia" — Valery Sokolyuk, the director of the department of telecommunication solutions of Asteros company comments.