"CMR Bank" launched a round-the-clock call center

2023: Contact Center Implementation

On July 5, 2023, MightyCall announced the completion of the implementation of a contact center for TsMRBank, establishing round-the-clock communication between the bank and customers in all regions of presence, including the annexed territories.

When expanding the network of offices, the bank had the task of providing customers with the opportunity to receive consultations in 24/7 mode, as well as to monitor the quality of processing client requests by call center operators. The complex MightyCall solution made it possible to conduct outgoing and incoming calls, conduct multidisciplinary analytics and automated support for bank consultants when communicating with customers.

Implemented software greatly simplified the work of operators and increased the speed of service due to the smart to algorithm selection of scripts. The technology for distributing calls on dedicated lines has assigned specialized operators to each direction, this has significantly increased the quality of consultation of each client, "said Tatyana Sayenko, head of the call center of TsMRBanka.

The added complexity of the project was to set up an enhanced fault tolerance system that allows the call center to continue to operate continuously even in the event of network or hardware failures or other unforeseen circumstances. MightyCall specialists managed to build an infrastructure that combined the software and technological tasks of the customer in a single solution.

The Russian banking sector continues to implement the most advanced solutions on the market in the field of communications with customers. We are seeing an increase in demand for advanced fault tolerance systems for reliable operation of bank call centers in any conditions. Banks use advanced machine learning algorithms and natural language processing to automate routine tasks, which allows call centers employees to focus on more complex requests, quickly and accurately solve customer problems. Multifunctionality, high fault tolerance and the priority of its own server infrastructure over the cloud come to the fore - these are the key criteria by which banks choose a supplier for contact centers among domestic software manufacturers, "said Julia Chernoutsyan, CEO of MightyCall.