Naumen Contact Center in Neiva bank

In the Ural bank "Neiva" the contact center based on the Russian Naumen Contact Center platform is created. With implementation of the full-function platform the quality of work of operators increased by 20%. Thanks to expansion of opportunities of the interactive voice menu (IVR) the efficiency of channels of self-service considerably grew. As the contractor of the project the partner of NAUMEN, CROC company acted.

The decision on upgrade of contact center was made by the management of Neiva bank for the purpose of ensuring the personalized approach to each client. The failsafe contact center is unrolled based on the Russian Naumen Contact Center platform in virtual infrastructure of the customer. A system is implemented and brought into operation less than in two months without stopping of business processes of the customer. It became possible due to flexibility of the platform allowing to implement and build in easily it the existing infrastructure. The NAUMEN platform allows to solve a range of problems, including, supports multichannel communications (omni-channel) and helps to manage labor resources (Workforce Management) along with ensuring automated management of the entering and outgoing calls, autocall-down, interactive speech interaction (IVR), record of negotiations, etc.

The contact center upgraded by CROC on the NAUMEN platform provided effective loading of operators due to automation of the entering/proceeding call-down. The solution "takes away" on itself work on connection with the subscriber, and leaves to the employee of call center the most important part – communication. Operators are exempted from routine transactions. In turn, supervisors have an effective tool for control and quality evaluation of work of operators. The module of human resource management from NAUMEN (Naumen Workforce Management) providing the solution of a complex of tasks is responsible for it: from forecasting of loading before reporting on use of working time.

The platform of contact center is integrated with the CRM system of bank that allows operators to communicate with each client individually. Besides, clients of Neiva can independently, learn in the automatic mode currency rates in bank departments thanks to expansion of opportunities of IVR service and technologies of synthesis and speech recognition.

"Today clients select time and methods of interaction with bank: voice, sms, social networks, chat, e-mail. Without modern technologies to expand possibilities of communications and it is impossible to increase efficiency of operators. We precisely know it as we work in the direction of contact centers more than 10 years and implemented more than 800 projects for telecom operators, banks, the trading companies, etc. It is sure that in a project deliverable the Neiva bank considerably will increase customer focus and, as a result, the competitiveness", – Oleg Kravchenko, the deputy CEO for complex projects added.