Specialists of Telephone systems company made the implementing solution Oktell in the System of instant money transfers "LEADER"

The international money transfer system "LEADER" is one of the main players of the Russian market of money transfers in the territory of the CIS countries and Foreign Countries. The geography of a system covers more than two thousand cities and contains over 25000 service points of clients. Development of the systems of instant money transfers imposes high requirements to market participants. To the forefront there is an availability of service to any user. For effective solution of this task one Internet does not suffice. Often the user of a system has near at hand only phone using which wishes to obtain the comprehensive information on the payment: where, when and with what commission means will be delivered. For the purpose of improvement and increase in the service level of clients the LEADER system implemented the project on start of the escort service of transactions available at the telephone address.

Start of similar service required modern technical solution with a possibility of setup under specific objectives. The communication software platform of Oktell developed by Telephone systems company has such characteristics. That the Oktell platform includes about 700 functions setup of a system under requests of the client does not require long setup. Possibilities of Oktell advance requests of users, allowing to complement in use the working scenarios with new elements without significant completion, the high speed of response to market requests is reached. In the LEADER system based on the Oktell platform the full-function contact center intended for request processing on all known communication channels is implemented. Creation of contact center qualitatively changed the scheme of relationship of payment system with the clients. Non-core telephone loading from qualified employees thanks to Oktell is redistributed on the operators occupied only with contacts with subscribers. Considerably service quality of users and performance of the main personnel increased.

Call center operators, process addresses of users of service of the LEADER system and provide the necessary qualified assistance and information on the status of transfer. From the moment of the creation a system is focused on the user, and designed to facilitate as much as possible transfers between individuals, providing at the same time different instruments of maintenance of transaction. It is possible to learn about the status of transfer, having called on a hot line and having called control number. During a transaction design the client can order free of charge sending the SMS about sending and about transfer delivery. The solution Oktell implemented in the LEADER system allowed the company to expand a range of the additional services provided to clients and also promoted increase in a customer loyalty.