Navicon automated contact center of Minbank

On March 5, 2018 it became known that Navicon automated work of contact center of Moscow Industrial Bank. Within the project the single window of the operator in two configurations is created: for employees of the entering and proceeding lines, integrated with data on all interactions of clients with bank from the CRM system set earlier. This solution monthly allows to simplify processing more than 50 thousand calls which receives and makes contact center of bank, and more than 4 thousand requests for new products, reported in the company.

Office of Minbank. Photo: uniongr.ru

Set the task to automate work of contact center for Navicon bank so that to reduce terms of processing of calls and requests from clients and to increase quality of service maintenance. For this purpose it was required to configure access from a single window to all business applications of Minbank containing the information about the client, his interactions with bank, credit history and also other data used in processing of a call or the request.

"In 2017 Navicon automated retail and corporate blocks of bank, having integrated on the Microsoft Dynamics 2015 platform all data on clients from separate business applications. On the next stage of the project we wanted to give access to these these call center operators and so that they could process calls of clients and incoming requisitions without switching of windows, tabs and documents and also to reduce number of inappropriate 'cold' calls with the offer of marketing programs. Thus, we could create the system of end-to-end service meaning individual maintenance of each client from the first call before signing of the contract. A system helps us to raise a customer loyalty of bank as the quality of processing of their requests became higher. It is important and for the staff of contact center: they work in a user-friendly interface and completely control all communication with the client". Anton Rud, vice president of PJSC Minbank

Automation of contact center is executed based on Microsoft Dynamics CRM 2015 platform using the Microsoft Unified ServiceDesk 2.1 tool which is a panel for work of operators with desktop and with web applications. In a project deliverable of 60 operators received completely automated work area where can plan, perform and control the entering and outgoing calls to clients – a single window of the operator. Business administrators and heads of contact center have an opportunity to browse statistics of calls and to independently configure scripts of a talk.

"Within the project integration of CRM into the solution for telephony – Avaya, data warehouse, decision making system, the accounting and processing systems, the SMS gateway is implemented. It significantly increased the speed of work of contact center of bank: a system automatically finds and displays the client's profile in CRM or other internal business applications of bank and creates a conversation script on the basis of these data and scope of a conversation". Yury Goltser, technical director of the department of CRM of Navicon company

The single window is developed in two configurations, taking into account needs of operators entering and the proceeding lines. For employees of an incoming line processing of calls is completely automated: thanks to the configured CTI panel, they can accept, transfer to other operators or complete a conversation even without use of the telephone set. In turn, operators of an outgoing line can carry out call-down of clients and automatically fix their preferences and optional data according to requests or offers of bank.