Left-bank CB (Oktell)

The Contact center company (Novosibirsk) which is the official dealer of Aypimatika LLC and the partner of Telefonnye Sistemy LLC performed delivery of a large batch of the Yealink IP phones to JSC Novosibirsky social commercial bank "Levoberezhny".

JSC Novosibirsky the social commercial bank "Levoberezhny", within the transfer of own communication infrastructure to the IP telephony planned for the beginning of 2011, made purchase of a large batch of the Yealink SIP telephones intended for the organization of jobs of call center agents. Phones purchased by bank are a part of uniform communication space of bank which will be implemented based on a communication framework of Oktell. Implementation of the Oktell platform and use of the Yealink IP phones will provide to bank stable telephone communication and the reliable tool for customer interaction. The Oktell platform will allow to accelerate processing of calls, and Yealink SIP telephones will provide excellent communication quality thanks to existence of the HD loudspeaker and microphone and also support of the broadband codec. The important role in the choice of Yealink telephone sets, in addition to functionality, was played by the fact that they have the Russian-language menu on the display and an attractive design.

The IP telephony is the modern type of communication allowing to optimize costs for communication and to expand communication borders. In combination with the advanced approach to the organization of uniform corporate information space which is implemented by the Oktell platform, is possible to expand considerably possibilities of telephone interaction at the "employee-employee" and "employee client" level. Thanks to Yealink SIP telephones which reliability and the guaranteed work with the solution Oktell is checked by numerous implementations specialists of bank can focus completely on work without failures and noises on the line. Non-core telephone loading from qualified employees is redistributed on the operators occupied only with contacts with subscribers. At the same time service quality considerably increases that leads to growth of loyalty, cost reduction, performance improvement of the main personnel.

For the purpose of quality improvement of customer service and business process optimization by the management of Levoberezhny Bank the decision to upgrade the available telephone infrastructure was made. The task set for technical specialists of Contact center company was separated into stages which accomplishment as a result guaranteed to bank creation of a common information space. Replacement of the traditional telephone sets which are available in divisions of bank by the modern Yealink IP phones, implementation of the IP PBX by 800 subscribers, creation of full-function call center, setup of specialized services for customer service of bank – stages of the done work. All these actions promoted creation of qualitatively new centralized telephone infrastructure of bank.

All telephone calls coming to Levoberezhny Bank are processed by the Oktell platform based on which the uniform point of entry for the arriving addresses is implemented. For the purpose of expense optimization of employees of the bank on order cellular communication specialists of the implementing company connected the multichannel SIP-GSM-gateway allowing to save significantly on calls. Failure from analog lines as main communication channel and use of opportunities of Internet telephony (SIP/E1) allowed to provide telephone connection easily for new offices and to provide to each employee of the bank an opportunity to make calls. In addition to standard functionality of automatic telephone exchange in Levoberezhny Bank intellectual routing of outgoing and incoming calls, automatic collecting in audio-and video conference, the system of the configured readdressing through IVR scenarios, emergency calls were implemented. The automatic informant and the intellectual menu significantly facilitate work with clients. One of the functions which are most demanded by clients of bank is the answerphone. Anyone who called on phones of Levoberezhny Bank can take the current rates of US dollar and euro set by the Central Bank and Levoberezhny Bank.

For ensuring reliable and high-quality work as specialists of Contact Center LLC and Telefonnye Sistemy LLC, developer company of the Oktell platform, the different modes of functional loading were tested, stress testing of a situation of failure of a primary server of telephony is carried out. According to the results of testing systems capabilities and methods of solution of the problems were shown to the management of bank. Correctly customized and debugged system with honor passed tests, having shown system recovery less than in 5 minutes that it well conforms to requirements to the continuity of business processes of bank.