VTB creates virtual department based on the Omnichat platform

VTB announced on April 10, 2018 project completion of implementation of technology for remote customer service based on the Omnichat platform. Rostelecom and Technoserv Consulting acted as partners of the project. The main functionality of virtual department is already available on the website of bank and also in mobile applications VTB Online and VTB-business Online.

When implementing the project the workplace of the call center specialist was implemented in a single window of an internal CRM system (Oracle Siebel). At the same time, integration with schedule system and trackings of the schedule of operators — Verint WorkForce Managment was carried out.

Virtual department — the system of interaction of clients and staff of contact center of bank using a chat and instruments of joint work in web interfaces. The online chat which allows to exchange text messages and images with operators is available to clients to execution of addresses. The specialist of bank will help to fill out remotely the loan application with cash, the credit card and refinancing.

According to bank, more than 450 thousand clients already used the system of virtual bank department. The most popular subjects of addresses are questions on use of the systems of remote banking, cards and the credits. Since launch the number of the operations performed using again entered communication channel grew by 20%.

Every year clients give preference to digital channels of service more and more and pass to communication in messengers and chats. Developing model of virtual department together with partners, we offer clients one more communication channel with bank. Also at us in plans — to implement the smart chat-bot and to integrate virtual department into popular messengers — Olga Tsegelnaya, the Head of Department of client service of VTB reported.

In the long term the functionality of virtual department is going to be expanded with the kobrauzing allowing the operator and client to perform joint navigation according to pages of the website, and video sharing at which the specialist in real time and according to video will train the client to execute these or those transactions.