The contact center in Aktsept bank increases the level of work with clients

The Aktsept bank implemented processing system of calls. As the partner in the project the "Trading House of " Communication System and Mobility "" company acted. At the heart of the project call center of Infinity.

Background

The network of offices of bank consists of twelve universal offices for service of legal entities and physical persons in the territory of Novosibirsk, the Novosibirsk region and Moscow.

As the head of contact center of Aktsept bank Nadezhda Stavenchuk told, earlier all calls in bank were distributed between different divisions. Such approach did not allow to control high-quality and quantitative processing of customer appeals. As a result of the comprehensive analysis of the matter the management of bank initiated the project on implementation of own contact center.

Solution

When choosing the platform of contact center two pacing factors were considered - the solution had to be easily expanded and already existing software of bank integrated with. And priority functions in this system for bank were complete statistics of calls with an opportunity to listen each conversation and bulk mailing of Sms. "The above-stated qualities Infinity therefore, having considered the offered options, preference was given to this solution fully has", - Nadezhda Stavenchuk summarizes.

Opinion

Banks in general represent the ideal platform for creation of information systems using VoIP and other new technologies, for this purpose existence of the developed IP infrastructure with the high level of security and a clear understanding of the management of high return from investments into information technologies is the reason, the CEO of TD SSM Dmitry Neverov shared opinion.