"EOS group" implemented means of analytics of the speech from Verint

On August 1, 2017 AMT Group and Verint Systems Inc company. announced implementation of Verint Speech Analytics technology in EOS Group company.

Project Tasks

Monthly call center operators of customer company process more than 750 thousand calls. Technology of speech analysis it is necessary to scale on three platforms.

The management of the EOS Group, selecting technology, tried to estimate quality of work of the contact centers and divisions which are interacting with clients, taking part in work with them. It allowed to gain in addition to quality evaluation of negotiations an impression about work of the front office.

Change of the legislation regarding regulation of collection business made corrections and changed a priority of tasks. Entry into force of Federal law N 230-FZ "About protection of the rights and legitimate interests of individuals at implementation of activities for return of arrears and about introduction of amendments to the Federal law "About Microfinancial Activities and Microfinance Institutions"" resulted in need of creation of separate category which allows to filter and reveal all violations of requirements of the legislation.

The company management is also going to use data retrieveds for creation of scoring models. In the long term the system of analytics of the speech will be integrated with a CRM system for receiving on the basis of the combined synchronized these models of internal scoring. When comparing of the received model with commonly accepted the company will have an opportunity of its adjustment for achievement of the maximum result in work with borrowers.

Project Progress

At the first stage the EOS Group purchased 15 licenses for testing of the solution, accumulation of primary array of negotiations and its further internal analysis. At this stage 10 positions requiring adjustment for reduction of business processes in a necessary format are revealed.

At the second stage of implementation 58 licenses are in addition purchased. In work of test production group 70 operators, the staff of divisions of different skill level for obtaining the broad picture of the studied data were attracted. Analysts, managerial structure, middle managers entered into the working group.

Project Results

As a result of implementation the company expects increase in collecting of debts for 15%. In addition to improvement of business indicators the system of analytics of the speech will help to observe requirements of Federal law N 230-FZ.

All our work is constructed on customer focus. If the person makes with us contact, he always should be sure that he will find the solution. It is too one of the purposes – to raise a customer loyalty. Often after automation of these or those business processes of the company reduce personnel. We, on the contrary, are going to expand division. We will take people to process all information volume which the implemented system will give us. Not only in the field of violations, but in the field of best practices. We need to understand, where to move how to build training on what debts to work and so on. It is the starting project which only gains steam. Denis Danilin, the operating officer of EOS in Russia

The first implementation of our solution on speech analytics in Russia was more than 5 years ago. During this time a system proved to be in the largest banks, the collection companies, a retail and at telecom operators. For the last 5 years there were implementations and in the CIS countries where the analytics of the speech works at several languages. The platform constantly develops and today we offer new features which facilitate work of users with our system and give deep analytical opportunities for optimization of work of contact centers. Anna Mamikonyan, the sales manager and work with partners in Russia and the CIS countries of Verint

Our cooperation with Verint continues more than 10 years. Solutions of the company are demanded by the market, their efficiency is highly appreciated by our customers. Specialists of AMT Group have wide experience of implementation of Verint in financial structures, we were glad to expand it in this project. Alexey Zyryanov, head of department of contact centers of AMT Group