AMT Group has created a contact center for VTB Leasing

2021: Establishing a contact center for servicing legal entities

On December 20, 2021, VTB Leasing and AMT GROUP announced the completion of the project to create a contact center for servicing legal entities. The established contact center will improve the quality of customer service, expand the range of services offered by the company, increase the profitability and economic efficiency of the business as a whole.

The prerequisites for the project were the need to reduce the call time and waiting on the line for the company's customers, create a system for reporting on the work of contact center operators, as well as ensure their ability to work remotely in a pandemic.

To improve the client service provided to the company and increase customer satisfaction, a decision was made to automate customer interaction processes. Automation of processes is aimed primarily at reducing the processing time of their calls to the company. The second task is to increase sales due to automatic outgoing calls, and in the future - with the involvement of robots.

The Contact Center is based on CiscoPackaged Contact Center Enterprise (PCCE) 12.0. For its implementation, the enterprise telephony system running on the Cisco Unified Communication Manager (CUCM) solution was previously upgraded to the current version, which in turn made it possible for subscribers to use Cisco Jabber software communications where the use of hardware phones is impossible or impractical.

The implemented contact center platform allows up to 120 operators to simultaneously work with the ability to record their conversations, make up to 100 calls to automated outgoing calls, as well as use up to 60 sessions of interactive call processing and classification.

The contact center is equipped with automated workstations (WS) of operators and supervisors, the basis of which is Cisco Finesse software, which is a web-based application that operates in a browser. This, in turn, does not require the resources of the IT department to install it on workplaces and maintain the current version in the future. The contact center platform was integrated with VTB Leasing CRM systems by Yolva, another contractor involved in the project. As a result, when a call is received, it is possible to see the customer card with all the necessary information about the customer in the AWS. Also, this integration provides the operator with the ability to automatically call the customer from the CRM system.

A unified monitoring and reporting system based on the Cisco Unified Intelligence Center (CUIC) enabled you to obtain a set of reports - historical and online dashboards that meet the needs of business units in obtaining information about the work of contact center operators and the quality of customer service.

The Verint WFO 15.2 call recording system has been implemented to solve the problem of providing operator quality analytics. Verint WFO has a fault-tolerant architecture that allows you to upgrade it further, seamlessly connecting the necessary modules of voice analytics, workforce planning and employee quality assessment to it.

The incoming call system receives all types of telephone calls (both incoming and outgoing). Calls are distributed to operators automatically, taking into account their skills and employment in multi-skill mode. The system can automatically distribute incoming calls between queues, if necessary, to meet the set level of service (response waiting time limit).

During the project, a two-level IVR menu was created using an interactive voice assistant, which allows you to correctly route incoming calls.

The outgoing call of customers to communicate information and marketing messages to them can now be carried out using both the operator's resource and the use of an autoinformer, flexibly configured taking into account various parameters.

During the implementation of the project, the requirements for ensuring information security were met, including minimizing the risks of its violation, in accordance with the requirements of the legislation of the Russian Federation, regulatory and supervisory bodies, as well as VTB Leasing regulatory documents. The information security subsystem implemented the functions of access control, registration and accounting of system users, ensuring the integrity, confidentiality and availability of data, as well as their backup and recovery. To provide controlled user access to the system, the embedded components are integrated with the Active Directory enterprise directory.

Further development of the contact center involves the introduction of a single omnichannel platform, which will be able to process not only customer voice appeals, but also messages received by e-mail, social networks and instant messengers, through a feedback form on the site, as well as use voice and chat bot, ASR/TTS services. These systems will increase the number of outgoing calls by 5 times - up to 100 thousand per month.

The creation of a full-fledged contact center with its own staff of agents on the platform of a leading global manufacturer provides better manageability and significantly reduced time for processing customer calls. This result can be achieved through integration with our business systems, as a result of which the history of communications is preserved, "commented Ekaterina Korchagina, head of the VTB Leasing client service department, on the results of the project.

The successful implementation of a comprehensive project of this level, which requires the necessary integration of the solution components used in it, was possible due to the strategic choice made in favor of the Cisco Systems platform solution, which we repeatedly applied not only to solve the current problems of our customers, but also taking into account further development prospects, "said Vladimir Leonov, Technical Director of AMT GROUP.