People's Bank of Kazakhstan upgraded contact center based on solutions of Avaya

2020: Formation of uniform contact center

On April 9, 2020 the Avaya Holdings Corp. corporation, solution provider in the field of business communications, announced implementation of a large-scale initiative of updating of communication infrastructure of the People's Bank of Kazakhstan (PBK). The project assumed implementation of a single network of contact centers with the interface, available and clear for operators, for the purpose of ensuring full control over business processes of bank.

The need for expansion of resource systems capabilities of contact centers appeared at NBK in connection with growth of customer expectations and expansion of the offered services and digital services. In respect of client service communication infrastructure is crucial as it provides effective communication as in the organization, and outside. Against the background of consolidation with JSC Kazkommertsbank company and also in view of the growing request for virtualization and the high level of service, People's Bank of Kazakhstan made the decision to update the communication infrastructure and to create uniform contact center. For implementation of the tasks the complex of solutions Avaya was selected.

Solutions based on Avaya ensured stable system operation for administration and performance control. The sales department of NBK received the useful tool expanding opportunities for sales of banking products, and clients – additional communication channels and services. Thanks to the operational and worked project implementation it was succeeded to avoid idle times and to save the high level of customer service. The scalability of infrastructure will allow to provide growth for many years forward, notes the director of contact center Halyk Banka Zabira Mukhametzhan

Entered the list of solutions of Avaya integrated in communication infrastructure of the People's Bank of Kazakhstan (PBK): the Avaya Aura Experience Portal software product providing services of a voice communication and the multichannel system of self-service, the solution Avaya Aura Communication Manager providing intellectual communication on the basis of the IP telephony, the Avaya Call Management System (CMS) device implementing monitoring in real time and the chronological reporting, the solution Avaya Callback Assist simplifying implementation of campaigns of call-down and mailing of notifications and also the Avaya Callback Assist application allowing to offer the client a call back to convenient time instead of waiting of the answer.

As a result integrated solutions of Avaya allowed NBK to create uniform infrastructure for network of contact centers of bank, to provide stability of a system of collecting of statistics on the addresses coming to bank, to increase the volume of client addresses and to provide their processing and also processing of outgoing calls of operators.