Foreign Trade Bank integrates service IT and contact center

The TopS Business Integrator company (TopS BI) completed the project of integration of contact center and internal service of IT support of VTB bank.

In a basis

The main objective of the project - increase in efficiency of support department of users of bank and minimization of time of forced idle times of the employees who are directly busied with clients because of technical issues.

Result

The project is implemented by TopS BI company within the next stage of development of a management system for procedures of support of bank and its integration with contact center of VTB.

Particulars

The system of automatic filling of a card of the address which helps the employee of support department already during a call of the user is as a result implemented to see information, necessary for quick response. Also, preserving of a complete contact history with analytical metrics on types and the number of addresses, time of their processing and others is organized.

Suitable technical solution of integration of contact center of Avaya and process management system of support is developed. Within the project experts of TopS BI conducted examination of infrastructure of Avaya, developed the project of technical solution and implemented the new the automated jobs (AJ) of operators of support department of users of VTB bank.

The project allowed to reduce time of processing of addresses of employees of the bank within an incident management process.

From customer company

"Support department of users services tens of thousands of employees of VTB. For this reason increase in efficiency of its work directly affects customer service quality of bank, – Dmitry Nedachin, the head of department of user support UVISIS of JSC VTB Bank comments. – The solution TopS BI within which work of internal contact center was built allowed to reduce time of elimination of the technical issues arising at users of computer systems, including the employees of the bank who are directly working with clients. As a result, we managed not only to lower costs, but also to increase service quality of employees of the bank".

Integrator

"Implementation of similar service not only allows to carry out permanent monitoring and the analysis of support system of users, but also to make timely changes to business processes of service with the minimum time expenditure, - Eduard Lysenko, the head of directorate of infrastructure solutions of TopS BI company comments. – It is also worth noting that due to standardization of interfaces of work with information reduction of time and finance costs on implementation of new employees and service platforms is reached".