Almazergienbank improves the efficiency of the contact center using speech analytics from BSS

2022: Speech Analytics Implementation from BSS

Almazergienbank (AEB) - a large bank in the Republic of Sakha (Yakutia), began to use speech analytics from BSS. This was a continuation of cooperation on the implementation of BSS speech solutions based on the omnichannel dialogue platform Digital2Speech. This was announced by BSS on August 8, 2022.

Earlier, the bank launched a virtual assistant from BSS and in August 2022, work is underway to expand the topics and create updated scenarios on which it can advise AEB clients.

Introducing voice analytics, the bank set the tasks of increasing the level of customer service by operators and controlling 100% of calls in automatic mode, identifying problem situations and working on errors. Speech analytics from BSS allows you to analyze the operation of the bot and operators. The program settings help to assess the speed of solving customer problems, the quality of the operator's study of incoming questions, and the degree of customer satisfaction. The use of voice analytics makes it possible to find problem areas in the work of the contact center and optimize the available resources to cover more customer calls.

During the implementation, a voice analytics system was deployed in the bank's circuit and primary data was collected for its configuration, taking into account the specifics of the AEB. Further, colleagues from the bank were trained to work with the system and additional consultations were held on emerging issues.

Almazergienbank received an up-to-date tool for analyzing the work of the contact center. A significant point was the decrease in average service time (AHT) by 30 seconds after the first month of use of the tool. The bank also noted that the quality of service has increased and work is underway to unify many procedures.

Due to the specifics of its business, the bank imposes rather strict requirements for the reliability of technologies, the timing and results of the implementation of projects. Voice analytics capabilities from BSS fully meet the needs of the company. The bank's specialists continue to master the tools of the product in practice. With the help of speech analytics, the bank expects in 2022 to reach a qualitatively different level of work with clients, commented on the Deputy Chairman of the Board of Almazergienbank, Alexey Ivanov.

The introduction of speech analytics in Almazergienbank is a significant event for the company and a serious step for the dissemination of speech analytics in the digital technology market. The results of the system speak for themselves. The Bank is already actively improving the interaction with customers, and the work of voice analytics makes it possible to significantly increase their loyalty and improve the work of operators, noted BSS Sales Director, Vitaly Pateshman.

2021: Launch of BSS Speech Solutions

Almazergienbank chose RBS and speech decisions BSS, as the latter announced on September 27, 2021.

AEB customers will receive a significant expansion of the remote channel of interaction with the bank through the implementation of a solution based on the Digital2Go platform, as well as a fully functional mobile banking office for small and medium-sized businesses on the Digital2BusinessMobile solution. In addition, the regional bank will be able to provide remote treasury management service for large holdings. Services have great capabilities that meet the needs of corporate business clients, are tested, reliable and secure.

To quickly and conveniently service customer requests through any communication channels, the bank will introduce an omnichannel dialog platform Digital2Speech. It will allow you to quickly process requests in text and voice channels, increase the quality of consultations and, accordingly, customer satisfaction. The omnichannel robot is trained in many popular banking topics, tested and provides a high-level service. This will help Almazergienbank analyze many qualitative and quantitative parameters.

The possibility of using remote banking services is very valuable for our customers. The requirements for manufacturability are constantly growing and set us the task of reaching a qualitatively different level. The upcoming implementation of these solutions is part of Almazergienbank's digital transformation strategy. We are also impressed by the client-oriented approach of BSS, the complexity of solutions, the necessary volume of services and the openness of the platform. All this together predetermined our choice, - commented Nikolai Dolgunov, Chairman of the Board of Almazergienbank JSC.

{{quote 'Almazergienbank's choice of BSS solutions is a great joy and pride for our team. We will make every effort to ensure that our technologies allow the bank to develop and scale its business, and Almazergienbank's customers feel cared for and promptly receive answers when contacting the bank, "said BSS CEO Georgy Kravchenko. }}

The implementation of the first stage of the project has already begun at the AEB. The full BSS solutions will be implemented by mid-2022.