The Asteros constructed contact center of Avaya for Rosselkhozbank

The Asteros group constructed contact center for Rosselkhozbank using Avaya technologies. The contact center daily services about 10 thousand customer appeals from all regions of 24/7 Russia and also allows them to communicate with bank via the website and e-mail. The project allowed to create more than 500 new jobs in Petrozavodsk, from them 300 – for call center operators.

JSC Rosselkhozbank is among the largest banks of the Russian Federation by the amount of assets, the capital and provides all types of profile services. Actively participating in social and economic development of regions of the Northwestern Federal District, the management of bank made the decision on creation of new contact center in Petrozavodsk for service of legal entities and physical persons. The new division of Rosselkhozbank was placed on several floors of the business center Alliance. Activity of contact center is organized in shifts as calls to Petrozavodsk arrive from all territory of Russia, from different time zones. The leader in addresses in Central federal district naturally is Moscow, and in the Northwest – St. Petersburg. In addition to a standard set of options and opening of additional remote communication channels, the project provided business process automation, connected with customer service, including tools for telemarketing, underwriting, primary debt collection (soft-collection). Project implementation was entrusted the Asteros group.

At design of contact center of Rosselkhozbank specialists of Asteros considered architecture, topology and the principles of the organization of the existing customer's IT infrastructure and also the requirement of bank for information security support. So, the main technology capacities of contact center are in the Moscow DPC of bank, and in Petrozavodsk the platform with 300 jobs of operators equipped with the failsafe gateway managed by a central exchange and if necessary capable to work in a standalone mode is located.

The architecture of contact center of RSHB is implemented based on the most modern solutions of Avaya with the maximum functional filling, at the same time all its components are virtualized. The Avaya Interaction Center platform became a core and fundamentals of business logic of contact center. It provides routing of addresses on all channels within uniform queue, including voice calls, e-mail and web chats. Work with the debt of clients is carried out by means of the high-performance system of outgoing call-down Avaya Proactive Contact. For the automatic notification of clients about different actions and for other tasks of telemarketing in contact center the system of the personified autoinforming – Avaya Proactive Outreach Manager implemented in the form of the module for the system of self-service Avaya Aura Experience Portal is used. Other module – Avaya Callback Assist allowing clients to order callbacks both from IVR and from the website of bank also is based on it. At the same time from the website of bank it is possible to call call center, without using phone at all: the call is performed directly from the browser. The Avaya One-Touch Video system allowed implement this function, convenient for clients; further on its base it is going to implement a possibility of a video call.

The working interface of operators both for the entering addresses, and for outgoing communications with clients is the window Siebel CRM in which integral elements of call management and the statuses of the operator. It became possible due to integration of Siebel with Avaya Interaction Center and Avaya Proactive Contact. For quality control of work the total call recording and selective record of screens of operators implemented based on the solution Avaya WFO Contact Recorder is performed. In addition, statistics of service quality received directly according to reviews from clients gathers. Automate collecting, carry out systematization and analytics of a feedback from clients the Avaya WFO Customer Feedback system helps. To plan staff of operators, to timely make the schedule of works and to automatically monitor its accomplishment in the conditions of constantly changing loading, the Avaya WFO Workforce Management system was implemented.