Investtorgbank starts implementation of the automation equipment of contact center

The Intellectual Business Systems company and Investment trade bank started project implementation on automation of contact center of bank based on the Metodix.Contact Center system.

Task

Project objective – creation of the modern centralized contact center of Investtorgbank with a possibility of accumulation of all customer information in one window, storage and information analysis about quantity, subject and the reasons of customer appeals, increases in efficiency of a feedback with clients due to automation of complaint handling and addresses.

Within the project it is supposed to integrate contact center of Metodix with other external systems of bank for the purpose of receiving in the system of the most complete information about clients, to solve a problem of increase in efficiency of call processing due to reduction of time of processing and customer service and also to implement standard processing procedures of complaints and customer appeals (workflow) in the Metodix system with a possibility of obtaining initial statements about different canals (in a written and electronic form).

Expectations

According to the results of project implementation the Investtorgbank will be provided with the modern centralized contact center with automation of a full stroke of customer interaction when processing of the entering and outgoing addresses.

"System implementation of Metodix.Contact Center will allow Investtorgbank to increase efficiency of communications with the existing and potential clients, solving thereby the problem of increase in loyalty, the deduction existing and increase in number of new clients, which is today strategic for any customer-oriented bank", – Margarita Popykina, the Chief of Client support service of Investtorgbank noted.

Stages

The first stage of the project of automation is going to be completed already in the fourth quarter the current year. Within a stage basic actions of the operator when processing of the entering and outgoing calls will be automated and also processing of customer appeals from the website, is carried out integration of contact center of Metodix into the core banking system and other IT systems of bank.

"In further plans of Investtorgbank and Inbiz company – expanded integration of the Metodix complex with banking systems, – the managing partner of Inbiz company Dmitry Lushnikov tells. – It will allow bank to use in work of contact center complete amount of data on products and transactions of clients and to centralize processing of tasks of customer interaction. Besides, expansion of functions of work of call center operators for providing Unified Communications, for example, customer interaction by e-mail and the SMS is planned".