NORBIT: Multi-channel contact center for banks

The multi-channel contact center is the key tool designed to automate and arrange customer service, to increase sales level and to systematize marketing activity. Such tool also is the new solution of NORBIT company. It has the powerful functionality including multi-channel interaction, cross-sellings and processing of addresses. The solution based on the hi-tech platform – Microsoft Dynamics CRM is developed. New industry solution "NORBIT: The multi-channel contact center for banks" allows to organize customer service via different channels as traditional (a call on a hot line, the client's visit to department, mailing of the SMS), and remote (correspondence via Skype, communication by means of social media). At the same time in the course of communication, employees of the bank can quickly and in a convenient type to obtain the complete information necessary for high-quality dialog with the client.

The solution is completely adapted for bank specifics, in it support of bank business processes is implemented, integration with banking systems is executed. Key advantage is that the solution is already approved in a number of the Russian banks that gives the grounds to speak about high efficiency of its use.

It is also worth noting that the solution "NORBIT: The multi-channel contact center for banks" is flexibly configured under specific tasks of the customer and easily integrated into information environment at the expense of open interfaces. At the same time a system has low total cost of ownership of rather similar solutions.

Vostrikov Yury, Director of business development of CRM of NORBIT company: "Among key advantages which use of the solution "NORBIT gives to bank: The multi-channel contact center for banks" can be selected a little. First of all, this increase in transparency and controllability of the processes connected with implementation of tasks of marketing, sales by phone, customer service. In addition, use of the solution is guaranteed provides increase in efficiency of call center operators, growth of number of sales of products by phone. And what is especially important, use of the solution positively affects consumer service quality of services, allows to find individual approach to each of them that finally significantly raises a customer loyalty to bank"

The main trend for banking business in Russia is mass development of retail which cannot be performed without modern IT platform. Therefore the greatest interest in development of IT tools is shown by banks which want to increase the competitiveness in the market of retail or those which only begin to be engaged in retail business.

At the same time it should be noted that this market is oversaturated by offers and it becomes more complex to compete in it. To the forefront there is a rivalry of brands and the quality level of customer service. Therefore, except standard functionality of the CRM system, banks need creation of conditions for conducting work with clients in a format of "single window". The CRM system should become not only an information warehouse about the client, but also the operational tool allowing to perform sales and service.

Such system should be:

• personalized (to consider features of the client, his habit, preference, the current profile of consumption of banking services, the history of interaction);
• multi-channel (to give the chance to perform communications with the client via phone, social networks, bank departments, e-mail, the SMS);
• end-to-end (to provide an information access about the client on all chain of service and different levels of support - since contact center and finishing legal service of bank).