As an IVR system in Credit Europe bank works

Before the Credit Europe Bank rose a problem of development of the new, hi-tech IVR platform capable to effectively process incoming calls of clients, to model and to quickly put the new scenarios of service directed to decrease in quantity of calls without service quality loss into operation and to receive the necessary reporting. In earlier implemented IVR service of bank clients faced different difficulties (from identifications, activation of cards, generation of PIN codes and finding of the necessary information blocks, etc.) which needed to be eliminated. Besides, more detailed detailing of the reasons of incoming calls was required.

The credit Europe Bank on an extent of more than 5 years cooperates with Belmont group together with which several successful projects were implemented. Therefore specialists of Belmont who implemented the new, developed by employees Credit Europe of Bank the hi-tech service allowing to predict the reason of the appeal of the client to contact center were involved to the solution of a new task, - the Smart IVR platform.

The project was implemented based on Genesys Voice Platform – the software solution providing high efficiency of processing of incoming calls and also collection of information for development and deployment of the next generation of applications of the voice customer service expanding possibilities of automatic self-service is far for a framework of opportunities of the traditional IVR systems. Europe Bank utilizes many years the credit for customer service the Genesys platform and actively expands possibilities of its application, getting advantages of flexibility and openness of the platform. At the same time specialists of Belmont Group give all necessary technical and consulting support.

The main idea of Smart IVR - receiving at an incoming call of the most complete information about the client from all systems of bank and then use of this information for an anticipation of the reason of a call of the client. At such approach a system reads to the user only relevant sections of IVR according to predicted by area of interests of the client created based on relevant banking products of the specific client. Thanks to such approach time which the client spends in IVR is reduced, all necessary functions for operational interaction are brought to a desktop of the employee of contact center, holding time of the client is reduced and operating costs of bank decrease.

For implementation of the concept of Smart IVR in addition to the considerable volume of technical work on integration with all systems of bank, the deep business analysis disclosing interrelations between active banking products of clients and their behavior in IVR, in particular the menu items selected by them was carried out. The concept of Smart IVR does not give the universal recipe – for each bank or the company technical implementation is unique as it is a product of the business analysis of the specific organization. However the methodology of implementation of the similar project developed by specialists of Belmont Group remains uniform and perfectly proved during the project.

As a result of project implementation it was succeeded to make interaction of the client with bank simpler, convenient and clear. Processes of identification of clients, activation of cards and generation of PIN codes became the simplest without decrease in the security level of these transactions. For clients access to financial information accelerated thanks to what it was succeeded to reduce quantity of the calls coming to call center operators. The profile of the client and data associated with it in most cases are defined already on stages of receipt of a call in a system that made possible to foresee questions of clients and before switching to the employee of contact center to offer necessary information in the automatic mode. Thus the client's time is saved, time is reduced to the complete IVR menu, waiting time to lines and time of a conversation with the call center operator. The bank got access to deeper analytics of behavior of the clients that allows to react quickly to their requirements and to improve the current software solution. Within half a year after the implementing solution Credit Europe Bank expects to see significant growth in customer satisfaction by telephone service and reducing costs for the maintenance of call center.