Cetelem (BNP Paribas) uses an intellectual interactive voice chat for collecting of receivables

At the end of 2009 Cetelem became the first customer in Russia who within a pilot project tested the new complete solution from Orange - Smart IVR, intended for the automated processing of a large number of calls by the difficult personalized scenarios. In the automatic mode all clients of bank received a congratulation on the coming New Year's holidays and were notified on non-working days during the forthcoming period that allowed to prevent a large number of overdue payments, traditional for this season, on the credits.

In 2010 Cetelem used Smart IVR for another campaign for collecting of receivables. The base for the telephone customer notification was integrated with the CRM system of bank that allowed to load in the automatic mode data in Smart IVR and to make call-down of clients. By estimates of analysts of bank, the efficiency was much higher, than when using traditional contact center.

Among the main advantages of the solution mentioned by Cetelem based on use of Smart IVR:

• expense optimization: Smart IVR allows to solve bigger number of problems with smaller labor costs of call center operators, at the same time there is no need to invest in the equipment and software – all this is on the party of Orange, and payment happens only upon service use, i.e. for the processed traffic;
• speed and efficiency: because call-down can be organized without participation of operators, time necessary for holding marketing, notifying and debit campaigns was considerably reduced, besides the scenario of call processing once developed allows to begin a campaign with clicking of one button – all necessary data will be loaded into the Smart IVR platform automatically;
• functionality of conversion of text messages to the speech (text-to-speech): data on clients are automatically transferred to the speech and added to a standard voice message that allows to make any call personalized without participation of the operator.