National Bank of Greece (National Bank of Greece, NBG) (Genesys Contact Center)

For 2014 for routing and a call recording, including video, for message handling of e-mail and from social network "National Banks of Greece" uses the Genesys platform. The system of contact center is integrated with the CRM solution created also based on solutions of Genesys on Microsoft.net technology by specialists of the Greek Intracom Telecom (in 2014 for 48% belongs to Russian Sitronics).

The new technology environment is capable to make the bigger number of transactions, allows to control all happening processes better: for example, so many accounts, such type were open, so many contracts are signed, so many credit cards are sold, so many questions with customer accounts are settled. But this part of the project – only an iceberg top. For access to new technological capabilities to developers it was necessary to spend many forces for upgrade of contact center^[1].

"In the beginning it was necessary to us quite difficult as this type of integration means certain difficulties, first of all, in the field of architectural and IT solutions, – Pericles Papaspiropulos tells CNews. – We had to integrate the TDM platform of contact center on IP Wednesday that at the scales of our business was difficult. The staff of the NBG group totals more than 35 thousand employees. We had to go to considerable costs and to overcome a large number of obstacles, for example, such as recognition of a voice in the IP environment (Speech Recognition over IP). Year was required completely to complete all works on upgrade of contact center, including integration of the solutions Genesys, IVR and the PBX (PBX) from Avaya, speech recognition from Nuance, technologies of record of calls from Nice and the PBX for insurance company from Alcatel. Implementation of outgoing calls also needed to be configured under functionality of Genesys Dialer Platform that the possibility of switching of calls appeared. 1.5 more years were required to settle all these questions with telephone provider. Some platforms, such as Aspect, in fact, are limited by the number of settings, and the solution Genesys belongs to open platforms and allows to perform different smart functions".

Imagine: operators perform outgoing call-down, and connect their every time to the fax machine or to service of voice mail on the mobile phone. It leads to extremely irrational use of time and human resources. Thanks to the Genesys platform such connections come to light and stopped from first second. But for implementation of all these opportunities it was necessary to carry out setup of the corresponding parameters and codes.

"Except that Genesys is an open platform, its difference from others is that it gives the chance to make changes by means of programming and does not depend on physical media, – the Apostle Pafilis says. – For its operation certain skills and the trained personnel are necessary, but if they are – you are almost not limited in the opportunities, and it will be reflected in charges of CC at once. In the beginning it is necessary to make certain investments in setup of a system and training of employees, but then costs are significantly reduced. Besides, the difference of the Genesys platform from other systems of computer-integrated telephony and other solutions applied in contact centers that Genesys has a business logic it "knows" what to do. Other systems as, for example, Aspect, stay idle before obtaining instructions on setup. Genesys does everything on the contrary. Yes, the Genesys platform gives the amplest opportunities for setup and parametrization, but at the same time she "prompts" as as it is necessary to do. A clear understanding of general strategy and processing of calls, works with multimedia, monitoring of social networks and so on is its cornerstone".

"Technically we created very difficult infrastructure, perhaps, one of the most difficult among contact centers of Greece, maybe, even the most difficult, – Pericles Papaspiropulos says. – We considered correct to purchase products of different producers. It entailed additional costs on integration and setup, but as a result in each segment, in each area we set the best solution. We adjusted operational support and now we use all our opportunities to the maximum".

As a result the bank managed to achieve considerable cutting of costs for the maintenance of contact center in which 250 people service bank, 50 people – the insurer National Insurance, largest in Greece, and 10–12 – brokerage firm. In other organizations, by estimates of NBG, on comparable amount of works the state 30% more is required.

For 2013 the contact center of National Bank of Greece processed 4.2 million incoming calls, 74 thousand broker transactions, 300 thousand SMS, 140 thousand transactions for a back office. New technologies work ideally, speak in NBG. In 7 years of operation at CC a zero downtime. There were malfunctions because of interruptions in a power supply and other factors, but a system continued to work. Its reliability even not 99.9%, but full-fledged 100% as on all processes the solutions duplicating them are set. A system basis, its rod – the products Genesys.

"It seems to me, we have no Genesys platform, we would not manage to adhere to the selected strategy and to perform business thus as now, – Pericles Papaspiropulos says. – And, of course, in modern economic conditions decrease in current expenses is extremely important. Now in NBG the active policy on cost reduction, both because of a difficult general economic situation, and owing to special provision of our bank is pursued. The management demands cost minimization at increase in the service level. And if we did not know about solutions of Genesys, then, perhaps, in the 2011th when the bank experienced serious financial difficulties, our direction could be liquidated, the contact center would be given on outsourcing that, in my opinion, would become accident for our business. In contact center the large volume of information, including confidential is concentrated. Besides, outsourcing is very doubtful method of cost reduction".

Unfortunately, in bank did not agree to sound CNews the extent of costs for upgrade of contact center. NBG reported that primary investments into the project were big, but in the first year of use of a system they managed to achieve considerable expense reduction.

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