Absolut Bank has completed a project to implement the Naumen Contact Center platform

2022: Implementation of the Naumen Contact Center platform

The Naumen Group of Companies announced on March 6, 2023 that Absolut Bank has completed a project to implement the Naumen Contact Center platform for the omnichannel contact center. The use of this solution made it possible to increase the average response rate to incoming customer phone calls by 15-25% and reduce the processing time of calls.

The Naumen solution has simplified the operation of operators: bank all channels are served in a single interface while maintaining the full history of client calls. Phone calls, messages messenger WhatsApp in, on chats the website mobile application and in are processed within one queue, which makes Absolut Bank more efficient in managing the flow of requests and generates unified reporting.

Previously, when processing client calls, operators spent time looking for information in different systems. Now, when a request is received, the bank closes the client's question faster by integrating with the bank's systems, since the data is automatically pulled up in the questionnaire with which the operator works. All this had a positive effect on operational efficiency. The average waiting time for an operator's response was reduced by 10-15 seconds, noted Dmitry Sekin, Head of Customer Service and Remote Sales at Absolut Bank.

The platform also allows using automatic services in IVR mode without involving an operator. Reports have been set up to monitor the quality of telephone service, which reflect the total number of calls received by the operator, the estimates given by customers, and the proportion of issues marked as resolved. The reports contain links to audio recordings of conversations. To ensure a high level of reliability, the contact center platform is deployed with georeservation in two data centers.

The company develops an ecosystem of products that help the business improve and personalize the customer experience. Thus, technologies provide a seamless transition for customers between different service channels, allow you to take into account the individual context and communication history in order to solve each client's issues as soon as possible and the first time, told Sergey Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.