Sberbank of Ukraine upgrades contact center

The Asteros Ukraine company completed upgrade of local contact center for the Ukrainian child structure of Sberbank of Russia, the press service of integrator reported on August 20, 2013.

Project Background

At the end of 2012 JSC SBERBANK OF RUSSIA initiated the project on development and expansion of functionality of contact center. The partner in the project selected Asteros Ukraine company.

"Monthly over 120 thousand calls come to contact center of bank. Constantly holding a high level on service of the clients, the bank set for us the task in most short time to update and expand functionality of contact center. At the same time it was meant that work of operators of the center will not be suspended. Thus, we had to minimize any operational risks of the customer at implementation of the new systems in IT infrastructure of contact center", - Svetlana Katkova, the vice president of Asteros for business development in Ukraine noted.

Project Progress

Implementing the project, the decision on installation of a complex of systems from Avaya, their integration with a corporate system of Oracle Siebel CRM is made. Among the selected solutions - the system of outgoing call-down Avaya Proactive Contact, the PBX of Avaya, an application program package of automatic call distribution of Avaya Call Center Elite, the Avaya Application Enablement Services CTI server, the system of intellectual routing of calls Avaya Interaction Center, the system of interactive speech interaction Avaya Voice Portal and others.

Within the project specialists Asteros Ukraine performed a full range of works: from delivery and installation of equipment before integration of solutions with corporate systems of bank and automation of a number of new operational processes of contact center.

Project Results

According to the results of the project the bank could reduce the average time of processing of a call by the operator by 15%, automate the menu of interactive voice self-service of clients allowing to get online access to banking services and services.

"Against the background of the dynamic growth of business in Ukraine we made the decision already now to prepare our platform for increase in number of appeals to contact center of bank. The performed works increased customer service quality due to reduction of waiting time by lines, intellectual routing, prioritizing of calls and also accomplishment of standard transactions without connections with operators", - Anatoly Sidko, the head of department of project management of JSC SBERBANK OF RUSSIA told.