Description of functionality of contact center of Promsvyazbank

Accepted the solution to upgrade contact center of PSB in connection with development of retail and corporate business. Avaya Interaction Center became the platform for the project. As a result of upgrade the modern multimedia contact center on 260 operators with a possibility of processing of the entering addresses on voice, video, to email and chat-channels was started.

Integration of the platform of contact center with CRM (SAP and Siebel) and banking information systems was one of important project tasks. It allowed to reduce the average time of processing of the address: complete data about the client are displayed the operator from all banking systems in the mode of "single window" now. Upgrade and expansion of the IVR system of contact center on 50 channels with implementation of such new voice services as generation of the PIN code and its binding to the card of the client, a possibility of holding polls of satisfaction with service is also executed. The system of outgoing call-down was significantly expanded and the system of a call back to the client is implemented.

Implementation of service of search of ATMs of Promsvyazbank with a speech sensing technology became one of unusual functions of the upgraded contact center. Function allows to reduce loading of operators the standard addresses.

Within the project the display system of personal statistics of the call center operator which allows the employee to plan dialog with the client and the working time was installed: see how many calls are in queue, to trace indicators of the work in a day, etc. Thanks to a management system for labor resources the administrator of contact center can browse KPI of each operator now, is optimal plan working shifts, receive statistics on changes.

The recording system became more modern too: now there is an opportunity at the same time to write 600 channels of a talk. Besides, it allows to make synchronously with a conversation image recording on the monitor of the operator during communication with the client. This function is especially useful at analysis of unusual situations. The volume of a system allows to store information on the written talk within three years.