The system of a single window of the operator in the Sviaz-Bank is brought into trial operation.

In the Sviaz-Bank (Group of Vnesheconombank) the interactive system of a single window of the call center operator for fall forward of call service due to automation of standard procedures is implemented. The software and software implementation were performed by INLINE Technologies company.

Service of a single window allows to obtain information on history of the relations of the client with contact center on the entering phone number in the automatic mode and also to trace questions on which the client addressed to contact center. At the same time the operator can enter results of communication with the client directly during a call.

During creation of a system special attention was paid to an opportunity to simplify work of all personnel of contact center at the expense of the intuitive interface, convenient searching tools of information and mechanisms of the formalized processing of telephone addresses. The interactive system of a single window of the call center operator of the Sviaz-Bank created by INLINE Technologies is developed based on mutually integrated products of the companies Jacada and KMS lighthouse.

Using systems capabilities it is possible to manage calls, to compare banking products, to fix collected information on the address of the client and to send it to different departments, to manage lifecycle of information and other functions.

At a project startup we set several tasks for ourselves: on the one hand, to receive the powerful and flexible system of search of necessary information, and with another – to provide ease of use with non-management employees and managers. We just completed the project, and we will need time precisely to measure effect of implementing solution, however already now our main expectations are connected with modules of dynamic scenarios and information search which are very convenient tools for work of our operators. Director of the department of development of retail business of the Sviaz-Bank Sergey Chetverov