"East Express bank" automated service of telemarketing

On January 23, 2015 it became known of an implementation project in East Express Bank of the project on telemarketing system implementation for optimization of work of call center and quality improvement of customer service at solving of tasks of retail marketing. The integrator East Express Bank Tieto company^[1].

Office of service "East Express bank", 2014

Project Progress

Within the project the integration of a system of telemarketing developed by Tieto company into the Siebel CRM system and the telecommunication Avaya platform is implemented.

The Tieto solution provides to bank tool kit for remote contact with clients with a possibility of the choice of the optimal mode of call-down:

• automatic,
• semi-automatic,
• manual.

Setup of priorities of customer interaction:

• types of phones,
• time frames,
• intensity of the choice of contacts for call-down.

A system provides additional flexibility of the solution.

Project Results

""East Express bank" continues to strengthen the positions in the market, broadening regions of presence, a product row, the customer base. The Tieto company actively helps bank with its aspiration to offer modern products and services to the clients" — Natalya Svetushkova, the CEO, Tieto Russia said.

"System implementation of telemarketing of Tieto allowed us to reach the necessary economic indicators of work of commercial center. The solution combines the high performance, ample integration opportunities and business focus that caused a project success, and we received the flexible tool for effective work" — Alexey Gutikov, the associate director of development department and implementation of information systems, PJSC CB East Express Bank noted.