Orange Business Services created the platform of contact center for Touch Bank

The international service provider Orange Business Services became service provider of virtual contact center for online bank of the OTP group — Touch Bank. Banking business offers services in more than 80 largest cities of Russia. The main priority of bank — the high level of service, and the virtual contact center of Orange allows Touch Bank to expand the list of remote services and a regional scope without acquisition expensive hardware and the software.

In April, 2015 Touch Bank started service of the Russian clients, performing banking activity according to the license OTP of Bank.

For the organization of the modern contact center capable to process the requests of clients of bank arriving on any communication channels the decision to use the certain IT platform was made. Considering rates of development of financial institution and rapid expansion of the customer base, the management of Touch Bank gave preference to a cloud solution. A choice was made for benefit of the platform (PaaS) checked and already proved the efficiency from reliable IT service provider. Finding of servers of the platform of contact center in the territory of the Russian Federation for fulfillment of requirements of the law "About Personal Data" was the important requirement.

Orange Business Services which in 2013 was selected by service provider of contact center for OTP of Bank became the winner of the tender. Specialists of Orange made integration of the CRM system of Touch Bank into the platform of contact center, the automated jobs of operators are configured, secure channels of communication are provided and the ready-made solution for work with clients via any media channels is created. In a system 30 operators work with perspective of expansion of contact center to 50 jobs.

In addition to services of contact center of Orange Business Services provides Touch Bank multichannel federal numbers "8-800", switches under control of the operator and virtual servers of a call recording, service of IP VPN. At the organization of access to virtual contact center specialists of Orange paid attention to security of personal data of clients of bank: all communication channels between working networks Orange and the client are protected, and records of telephone conversations are stored on the separate server with disk encryption.

In the long term further cooperation with Orange, Touch Bank connection of means of speech analytics and expanded functions of speech recognition and also implementation of biometric technologies of voice identification for automatic authorization of clients and counteraction to swindlers is considered.