CTI implemented the CTI Omni system in contact center of Rosbank

On July 15, 2019 system integrator CTI announced implementation in Rosbank systems CTI Omni for business processes omnichannel service automation which allows to process effectively the requests of clients of bank arriving in contact center from text communication channels.

The CTI Omni system is designed to optimize processes of remote customer service, irrespective of the communication channel selected by them. The functionality of CTI Omni is directed, first of all, to the solution of business challenges of the specific customer – rapid response to requests of clients and increase in their loyalty to the company, decrease in operating expenses and building of effective work of employees.

In December, 2018 the pilot project on implementation of CTI Omni in Rosbank started. As a result, after successful pilot tests a system was started in contact center and for July, 2019 is already actively used for the solution of business challenges of bank.

Call center operators of Rosbank in "single window" of CTI Omni process the addresses arriving from several channels at the same time that increases performance of their work. The operator can instantly identify the client and understand a context of its previous addresses thanks to uniform history and the built-in profile of the client. CTI Omni contains algorithms of intellectual routing which, determining subject of the address by a key word, readdress it on the operator with the necessary skills and competences. Historical and online reports allow to control quality of processing of each address.

This solution allowed bank to raise a customer loyalty which receive the fast solution of the questions, addressing to contact center through the most convenient for them the communication channel.

"System implementation allowed bank to increase efficiency of work with text channels which popularity continues to grow. In our plans – expansion of the project on other canals of service (messengers and social networks), integration into the chat-bot and connection to text channels of corporate clients", noted Tatyana Akhapkina, the associate director of department of digital retail business of Rosbank