Cetelem Bank develops corporate contact center

On January 13, 2014 the AMT Group company announced project completion on creation of contact center for Cetelem Bank.

Project Objectives

Main goals of the project - reliability augmentation of contact center of Bank, quality and efficiency of customer service, optimization of information flows and uniform distribution of loading. As a part of functionality of contact center automatic acceptance of the entering telephone calls coming on a hot line of Bank, their distribution between operators or deduction to queues to operators, implementation of outgoing calls.

Project Progress

By the beginning of the project in bank there was already a corporate system of the IP telephony on the basis of the equipment Cisco Unified Communications Manager, the Moscow contact center created on the basis of the solution by Cisco Unified Contact Center Enterprise. Bank worked set the task for specialists of AMT Group - not only to create the project and new contact center, but to integrate it with existing, for creation of uniform call center of bank.

The hardware and software system of intellectual routing of incoming calls is created on the basis of software of Cisco Intelligent Contact Manager of version 8.5. For distribution of calls the functionality of the servers of call center located at the central office of bank is used. For ensuring connectivity between a core of call center and contact center of Bank in Saratov the existing transport IP/MPLS network with ensuring quality of service of traffic (QoS) and full redundancy of network routes is used. The subsystem of the interactive voice answer represents a hardware and software system based on software of Cisco IP Interactive Voice Response of version 8.5.

Project Results

In contact center of bank the automated jobs of operators and supervisors which interfaces are connected to information systems are created. The number of at the same time working operators servicing telephone calls for December 30, 2013 exceeded 400 people.

The system of uniform call center of Cetelem Bank is created. It consists of the integrated subsystems of telephony, distribution of calls, a data network and a voice. At a system general management, the integrated step of distribution of calls and the general set of the custom software operating for all jobs of operators. Within all call center the existing single system of the reporting, monitoring and statistics works. All users of call center (operators and so forth), irrespective of arrangement, are included in one system with a unified plan of numbering and the general set of additional IT services.