| Customers: Sberbank Moscow; Financial Services, Investments and Auditing Product: Сбер SmartContactPlatform (SCPL)Project date: 2024/05 - 2024/11
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2024: Implementation of the Russian business service system in Sberbank
In December 2024, Sberbank completed the transition to its own SmartContactPlatform (SCPL) to serve corporate clients, completely replacing the foreign software Avaya, Bright Pattern and Nice.
According to CNews, the new solution has been introduced into the work of the center of corporate solutions - a contact center for business, serving 3.2 million corporate clients. The migration took place without violating the quality of customer service.
Sergey Lekhanov, director of the Center for Corporate Solutions division of Sberbank, said that the development and implementation of SCPL is an important step towards the technological independence of Sberbank and the Russian industry of contact centers as a whole. More than 5 thousand operators have been transferred to the new platform, providing voice support for business and servicing all subsidiaries of the bank by phone and chat.
The developed platform is a system for omnichannel communications with clients. It allows you to receive and distribute calls and chats, collect statistics, and also interact with customers in parallel through various communication channels.
Bank employees note the high speed of work and the convenient interface of the new solution. The platform has the ability to quickly adapt to specific business tasks, which increases the efficiency of the contact center operators.
The bank emphasizes that SCPL was created taking into account the modern requirements for client service systems. The solution is integrated with the main banking services and systems, which provides an integrated approach to processing client requests.
In the future, the bank plans to provide access to the platform to external customers, which will expand the use of Russian software in the field of customer service. This will contribute to the further development of the technological independence of the Russian banking sector.[1]
Notes
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