The Altayenergobank bank upgrades technology of contact center the Russian solution

Altayenergobank bank together with Forte-IT implement the full-function solution of ensuring activity of Contact center Call-o-Call.

Objectives

Cooperation of the companies began in 2011 when the guide of the customer decided to replace the available solution of telephony as at that time it did not arrange by a number of parameters.

The choice of the supplier and the solution by Altayenergobank stopped on Forte-IT and its solution Call-o-Call based on the system software and payments of computer-integrated telephony of Dialogic company.

Solution

During implementation the technology of Call center is integrated into telephone infrastructure of Altayenergobank company. The bank had a real opportunity to use all advantages classical and the IP telephony, at the same time the functionality of jobs of operators and supervisors of contact center is embedded in the main working applications of Bank that allowed to implement the concept of "single window" for employees of the bank.

Reporting system allows to receive a transparent picture of a situation in Contact center and to optimum plan resources.

"We are happy with our cooperation with Forte-IT. Requirements of business timely are implemented on the platform of telephony. We know that the supplier will always support our ideas by implementation in life. Together with colleagues from Forte-IT we could implement fault tolerance of our Contact center. Except Contact center, we also translated other divisions of Bank, all who actively use telephone communication, on the new platform. The round-the-clock support quickly resolves the arising issues. Everything that we jointly made, allows us to look forward with optimism" - Andrey Dmitriyev, the Chief information officer of LLC CB Altayenergobank reported.

Result

Implementation of Call-o-Call in CB Altayenergobank allowed to create the distributed contact center, at the same time management and control are performed from head office. Forte-IT fulfilled all requirements for reservation of the equipment and software modules. Now in a system more than 300 operators work at the same time.

"After implementation of the new platform for contact center we significantly increased sales volumes of new products without presence of clients at offices of bank, due to only one phone call. At the same time our clients have no problems with dialing to operators, getting full support from any region of Russia round the clock on toll-free numbers 8-800. To clients it quickly, profitable and conveniently" - Natalya Baukova, the head of contact center of LLC CB Altayenergobank told.

Altayenergobank is the most dynamically developing banks in Russia and we, implementing needs of the customer, considerably increased functionality and fault tolerance of our solution, trying to correspond to those technology tasks which were set for us by the Customer" - Alexander Yusipov, the chief executive of Forte-IT company noted.