Customers: East Bank
Contractors: Genesys Product: Genesys PureEngageProject date: 2018/01 - 2018/06
|
On July 18, 2018 the Genesys company announced implementation of the platform for contact center of Genesys PureEngage in PJSC CB Vostochny. The implementing solutions Genesys automated a set of processes in contact center of Vostochny bank and excluded a number of manual transactions that, according to integrator, increased efficiency of transactions by 35%.
With the purpose to rebuild process of debt collection and approach to it and also to provide the growing requirements of business, the bank implemented the full solution of the corporate level for contact center. Within a single platform of Genesys PureEngage the functionality for holding outgoing campaigns with complete and uniform management of all stages of process of debt collection for each client was unrolled, beginning from preliminary communication with the debtor by phone and through SMS-chats. The function of a call-back integrated into the platform allows to warn clients about existence of arrears.
"The contact center of Vostochny bank is the center of financial aid for our clients. We constantly improve our technologies to resolve any issue of the client as soon as possible. Use of solutions of Genesys simplifies and automates process. The Genesys platform helps also with work with arrears: a system notifies and warns clients about emergence and existence of arrears that partly prevents process of its emergence. Besides, thanks to a system most of clients could return to credit discipline, having avoided bankruptcy". Nino Kodua, operating officer of Vostochny bank |
The Vostochny bank continues to develop the contact center consistently. The bank is going to develop the system of assessment of customer service and to create automatic mechanisms of quality control of service based on IVR.