Raiffeisenbank has integrated Avaya Business Advocate into its contact center

2021: Automate service level management in the contact center

Corporation, Avaya Holdings Corp. a global provider of business communications solutions, announced on June 7, 2021 the implementation of a project to automate service level management for Contact Center Raiffeisenbank supervisor-based virtual applications. Avaya Business Advocate

The specialists of Raiffeisenbank Contact Center are combined into groups that are responsible for various customer segments. The load in each of these segments is dynamic, so a different number of specialists are required at different times to ensure the proper level of client service regardless of the load on the line. Previously, the availability level was monitored by supervisors, reallocating specialist resources between segments based on a real-time report. Automation of segment availability control using predictive Business Advocate algorithms will allow the bank to optimize the use of contact center resources and at the same time free management personnel from routine tasks.

Avaya Business Advocate allows each customer segment to specify a goal in terms of the business and maintain it throughout the day, using tools such as connecting and disabling operators of other segments, dynamic prioritization, and tiered overload protection for the most important segments. As a result of the implementation and configuration of Avaya Business Advocate, the bank is able to ensure the availability of the contact center even during peak load hours without additional manual settings and operator switches.

"The use of automation technologies in the work of the contact center allows us to maintain high-quality customer service in text and voice support channels. We strive to make communication with the bank easy and convenient in any situation, and the introduction of Avaya Business Advocate is another step in this direction. We express our gratitude to Avaya for its support in the implementation of this project, "said Irma Metreveli, Executive Director of the Remote Customer Service Department at Raiffeisenbank.

"We have been working with Raiffeisenbank for a long time and we would like to thank our colleagues for their trust as well as their commitment to innovation for the benefit of our customers. The integration of Avaya Business Advocate allowed the bank to increase the efficiency of using the working time of contact center specialists, while maintaining an individual approach to each client, "said Artyom Kosilov the financial organization manager. Avaya Russia and CIS