OTP Bank upgraded contact center based on solutions of Naumen

2019: Completion of upgrade of contact center

On October 29, 2019 the NAUMEN company announced project completion of upgrade of the OTP contact center of Bank. During the project the bank transferred remote customer service to the platform of the Russian production, having refused the foreign solution. For October, 2019 the bank uses all opportunities of the Naumen Contact Center platform, including instruments of omnichannel service and quality management.

Cumulative power of the upgraded contact center of OTP of Bank is more than 400 operator places. Operators of two platforms work in a single system, servicing addresses more than 4.5 million clients in Russia. The project of upgrade started in November, 2017. By this moment the works on creation of a functional and technical solution architecture were completed, the detailed plan of upgrade which allowed to reduce project risks and to implement all main objectives without stopping of business processes of contact center is developed.

Parallel to works on replacement of a communication framework, including transfer of all entering and outgoing projects, integration with Siebel CRM system was carried out. Thanks to it operators had an opportunity to work with customer appeals in the interface of the CRM system, without routine transactions of copying of information from the platform of contact center. Now during the work with telephone calls and text messages the CRM system automatically receives all necessary information on the address via the CTI interface, identifies the client and allows to perform such operations as acceptance of a call, setting and removal from deduction, redirection, etc.

Using tools of the implemented platform the IVR menu allowing clients to obtain information concerning banking products in the mode of self-service was created: limits and balances of cards, the amounts for repayment of the credits, special offers, etc. Journalizing of all actions in the voice menu gives data for analytics and allows to optimize structure of IVR for acceleration of access to the most demanded menu items.

In addition to integration with the CRM system within the project the procedure of export of data to a single corporate system of the reporting was implemented (Data WareHouse, DWH). Thanks to it statistical information from the platform of contact center is told to reporting system in a required format. It allows to reduce costs for creation of the reporting, using DWH as the uniform instrument of formation of any reports by an unlimited number of internal systems.

Transition to Naumen Contact Center allowed bank to organize work in the omnichannel mode. The upgraded contact center services including the addresses arriving on the most popular digital channels — e-mail, a web chat and mobile application. In the nearest future the contact center of OTP of Bank will begin to process voice calls in mobile application and also addresses from messengers and social networks: Facebook and VKontakte.

For automatic quality control of work of operators the bank uses possibilities of the module Quality Management. With its help supervisors of OTP of Bank can configure any set of indicators (KPI) for quality evaluation of work of operators in each project, create reports on certain operators, groups and projects.

Transition to the platform also became the next stage in development of outgoing campaigns of bank: when carrying out call-downs the platform allows to define answering machines and to optimize load of operators. Thanks to this OTP Bank will be able to increase the volume of processing of base for the purpose of increase in income.

We are glad that one more retail bank preferred to solutions of foreign suppliers the products NAUMEN. It is especially pleasant that the final decision was made at the level of shareholders of OTP Group in Budapest that confirms once again competitiveness of our products not only in the Russian market, but also abroad,

In the closest plans of OTP of Bank — implementation of the chat-bot on the Naumen Erudite platform, the NAUMEN software product based on artificial intelligence technologies allowing to create voice and text robots. The chat-bot will be available on the website and in mobile application of credit institution.