In contact center of Bank Rossiya service of safe generation of the PIN code and activation of cards on the Naumen platform is started

2019: Project completion of implementation of safe service of generation of the PIN code and activation of the bank card

The Naumen company completed an implementation project of safe service of generation of the PIN code and activation of the bank card in JSC BANK ROSSIYA. Announced this Naumen on January 28, 2020. The service will allow clients to receive the PIN code through an interactive voice system (IVR) at the appeal to contact center of the bank working at the Naumen Contact Center platform.

Instead of traditional receiving the PIN code in an envelope, holders of cards of Bank Rossiya send an inquiry to the call center operator who verifies the client on passport data and a code word and transfers a call to IVR with service of change of the PIN code. Service generates the code and sounds it to the client. In case of problems on this or that step, for example, if the client is not found in a processing center or the card is blocked, the call is transferred back to the operator for search of a method of solution.

The project is implemented in strict compliance to security requirements. The PIN code comes to Naumen Contact Center in ciphered a view with use algorithm enciphering of 3DES. At the time of pronunciation of the PIN code sound recording function is automatically blocked. The possibility of shutdown of conversation recording of the operator and client on certain forms of the questionnaire is also provided, and all tone signals (DTMF) sent by the client through IVR do not save traces (logs) in a system.

Implementation of service will provide the high level of security at activation of card products by generation of accidental value of the PIN code known only to the client. Besides, reduction of time of obtaining the map and convenience of installation of the PIN code by phone promotes increase in a customer loyalty.

The contact center JSC BANK ROSSIYA works at the Naumen Contact Center platform since 2016.

2017: Start of service of autoinforming on balance of the card account based on Naumen Contact Center

On June 21, 2017 the Naumen company announced start of service of autoinforming on balance of the card account based on Naumen Contact Center in Bank Rossiya.

Project Objectives:

• increase convenience of providing information on balance of the card account to clients of Bank.
• lower load of call center operators by the translation of high-frequency addresses on self-service.

The implemented solution allows to inform clients of bank on balance of the card account by means of sending the Sms or by means of playing of a voice message. Following instructions in IVR, the client a method of providing information selects convenient for it.

We constantly work on improvement of client service, and it has a positive impact on results of our activity. At the end of 2016 the RUSSIA Joint-stock Bank was included into the rating of the Kommersant newspaper top-10 banks with the best indicators of increments of assets - in a year we grew by 29%. At the same time, developing the services we try to use rationally available resources. In particular, this project was implemented within the existing server framework. We had not to buy in addition the equipment, to increase computing powers. Maxim Druzhinin, the chief executive on retail business of Bank Rossiya

Remote services of self-service are very popular now, and they become more difficult. The contact center is often integrated not only with the core banking system, billing, processing, CRM, but also with the systems of speech recognition. Thanks to it economy of resources is reached. In Mosenergosbyt, for example, about 65% of the addresses connected with acceptance of meter readings are serviced through IVR, without participation of the operator already now. Considering rapid development of technologies in the near future to 80% of appeals to contact centers robots will process, and only 20% of non-standard requests which processing it is difficult to algoritmizirovat will remain on a share of living operators. Andrey Zaytsev, director of the department of contact centers of NAUMEN company

2016: Creation of contact center based on the professional Naumen platform

Bank Rossiya completed at the beginning of 2016 project implementation of creation of contact center based on the professional NAUMEN platform. The upgraded contact center on the basis of a failover cluster and integrated solution provides uninterrupted management of mass calls, increasing competitive advantages of Bank in remote work with clients.

Within the project migration from the old platform on the Naumen Contact Center platform is executed. Regarding automation of process of customer service integration of Naumen Contact Center with BPM’Online CRM Business Process Management Suite is executed. The mechanism implemented using integration means provides close interaction of the platform of contact center with a business system, allowing to carry out housekeeping tasks of clients by a convenient method.

During the implementing solution Naumen integration of the platform of contact center with bpm'online Business Process Management Suite was carried out.

Along with service of incoming calls (a hot line, consulting support of holders of bank cards, service of VIP clients, blocking of cards) within the integration solution in the BPM'Online interface also formation of outgoing campaigns and their further service is provided. Results of call-down become available to a customer management system due to direct connection to the Naumen Contact Center database.

Stable functioning of the upgraded contact center of Bank Rossiya is ensured by a failsafe hardware and software system in which work 5 servers entering 2 separate independent clusters, and a set of the software tools providing customizability and permanent monitoring of all services of a system and status of each cluster are involved. Thanks to the scheme of reservation of configuration files developed by an iterative method and hot sparing of all services of contact center (the servers participating in processing of the entering and outgoing calls and also databases, are duplicated by standby servers) availability of contact center at the level of 99.99% in mode 24х7 is provided.