The Дом.РФ bank implemented the Genesys platform

2019: Genesys PureEngage implementation

On December 27, 2019 it became known that the ДОМ.РФ Bank together with ALTUERA implemented the telecommunication Genesys platform for process automation in contact center of bank.

The platform provides omnichannel processing of processes of customer interaction, the analytical reporting, service quality evaluation on all channels of addresses. One more advantage of this platform – a possibility of further expansion and completion of functionality by IT departments of bank.

The modern client is, first of all, a digital client who prefers communication with the bank using the smartphone. Therefore one of the main tasks – to allow clients to call, send e-mails, to address through a chat, i.e. to receive banking services by method, convenient for them. Using the Genesys platform we had an opportunity to create the far-sighted, progressive and focused on digital technologies customer service, noted Natalya Vernikovskaya, the director of quality of service of ДОМ.РФ Bank

The project with ДОМ.РФ Bank interested us in ambitious and difficult tasks. The combination of modern technologies, a professional command and this Agile without rudimentary bureaucracy allowed this project to pass in the shortest possible time and with predictable successful result, told Alexander Bogachenko,[1]

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