The distributed contact center of Trust bank

In 2010 the project on creation of the distributed contact center (CC) of Trust bank came to the end. This financial company is included into thirty of the largest Banks of Russia (according to the Central Bank of the Russian Federation) and conducts the history since 1995. Having one of the most large-scale regional networks, the bank is provided in 170 cities located in 60 regions of Russia from Kaliningrad to Vladivostok.

"In 2010 for the purpose of improvement of customer service we had a need for the organization of new contact center with such main criteria as flexibility, scalability, speed of implementation and a modern core with the low cost of ownership — Yury Mishchenko, the director of Trust bank of maintenance of infrastructure of IT told. — As the solution the Genesys platforms were used, and integrator was the Belmont company".

The order for new CC was connected with that circumstance that the bank according to the accepted strategy opened for itself new types of business — retail sales, the credits, credit and bank cards, collection of debts. An opportunity to perform banking activities by means of phone and to obtain the mass of information in the automatic mode ("telephone banking") had to be given to clients. Besides, it was necessary to adjust an effective algorithm of outgoing campaigns for the purpose of telemarketing and collecting of debt — as means of automatic call-down, and with involvement of operators of CC.

The bank had a modern CC constructed on the Cisco Systems platform earlier. But in view of extremely deadlines customers decided to create the independent operator center for the new direction of business. It is decided to be done from "blank sheet" and to implement parallel to the working call center (CC) especially as tasks two CC were not crossed. On the other hand, internal banking systems were integrated into new CC, naturally, not from scratch. They, for example, used the general database.

The projectible CC had to be located on two platforms — in Moscow and Saratov. "Our project covered both contact center, and network infrastructure — Vladimir Levin, the Head of Department of software solutions of Belmont told. — Use of a VoIP-cloud became one of the most significant achievements. Actually it means that calls irrespective from what region they come, are balanced between platforms according to the set rules. At the same time we avoid the costs caused by what calling stands in a queue".

Of course, in contact center of Saratov was going to accept the greatest number of calls, i.e. on it the main loading laid down. And the CC in Moscow should service the local calls and be connected to the general traffic if the Saratov TsOV does not cope with a flow of calls. And rules of service include not only accounting of cost of the channel, but also statistics of loading of contact centers and dynamic balancing of loading between them in combination with a possibility of flexible unlimited further development of network.

The main technical capacities (the service platform, the database) are in Moscow. At the first stage of the project the CC began work in Moscow and all operators were involved in the capital too. They were about thirty. And in Saratov at that time still nothing was.

Let's not forget that the cost of work of operators in Moscow is quite high. It also forced to make the decision on the fastest transfer of the main loading of CC to the region where staff costs more moderate. The operator group of fifteen people began to work at the second stage in Saratov. Now there are more than seventy operators, and in Moscow still remains thirty.

But creation of the distributed CC — not single-step case, it requires time. The plan of transfer of new CC planned together with bank to Saratov took about two months. One of technology advantages of the Genesys platform over other solutions is an opportunity to start service and saturated CC very quickly.

The bank had big requirements to services and service quality. First, the task that the client expected the minimum time on the line was set: the agreement on the service level of SLA provided response time in 15 seconds in the conditions of the most high load. Secondly, it was necessary to provide internal algorithms, interface to Siebel CRM system.

The principle of First Call Resolution means that the question of the client is closed by the first operator, i.e. it should not switch more. It requires the corresponding competence of operators and the workplace needs to be equipped well. The client uses the telephone TPIN code which is applied to its identification.

The interactive speech answering machine (IVR) of CC is closely integrated with internal systems of bank that gives to clients the chance to generate the PIN code of the card through IVR. Now some banks send credit cards by mail, but for their activation it is necessary to arrive to bank department. Clients of Trust have an opportunity to create and change the PIN code using IVR without visit of office of financial institution.

"Genesys is the progressive platform which is established on servers of standard architecture, and their quantity is defined by loading — Vladimir Levin continues. — Our contact center works on eight servers as the failsafe solution is used. We transferred a number of servers to Saratov and by that increased reliability level. The distributed CC with uniform management and in parallel the working failsafe servers was as a result created".

To meet high requirements of bank for the reporting and internal control, the recording system of Genesys Quality Manager was implemented; besides, especially for Trust in response to its expanded requests Belmont developed the customized reporting. As a result the bank had an opportunity of the centralized monitoring of the CC. If to speak about outgoing calls, then the CC allowed to achieve increase in collecting of debt up to 40%. So key indicators of work became measured and automated. Before it was not.

"Within the project in three months geographically distributed contact center using modern cloud computing was constructed — Yury Mishchenko reported. — The Genesys platform was completely integrated with Oracle Siebel CRM and also with the systems of SAS and WAY4. Based on nine months of work on this platform the Trust bank considers the possibility of transfer on her of one more contact center".

The new contact center became a part of the complex project, the including CC, telecommunication infrastructure for its needs, the data network (DN) and telephony of bank including for its regional branches.

"The Trust bank uses the unique telecommunication solution based on a large number of the equipment of different vendors — Sergey Machulsky, the technical adviser of Belmont according to network solutions noted. — Routers with function of Juniper SRX240 protective screens at the central office, CC and data center, and in regions — SRX100 with a smaller performance are the channel-forming equipment".

This equipment provides creation of a single network of bank via the Internet. It integrates three major offices — the central office of bank, data center in Moscow and CC in Saratov and also sixty regional departments. "We started all network for half a year — Mr. Machulsky continues. — Began with the central office and data center, then connected regions in process of readiness of bank".

Experts from Belmont developed the equipment for regional branches and previously configured it in Moscow, and employees of the bank on places had to unpack only it, set and include in network. For this purpose in the capital the special stand for testing of the equipment Juniper and working off of the solution was constructed.

In addition to the channel-forming equipment SPD using well proved NR equipment — switches of the 35th series for the organization of a core and the 26th series for implementation of the access level was created. All equipment of the central office is completely reserved, reliability reaches nearly 100%.

At all central offices agreements are signed with two telecom operators and the allocated channel between data centers in Moscow and Saratov is provided. In regional offices wireless access points of HP are used that allowed to refuse construction of SCS and to save on project cost. In addition to SPD in bank also the IP telephony system of Alcatel-Lucent company was implemented.

"As a part of our works we see not only the project, but also business consulting for the client on the maximum return from the project — Vladimir Levin emphasized. — So we tell about all opportunities of the project which are put in the selected platform".

As for new CC, use of Belmont of own technique of implementation of contact centers when the first statistics of work of an object becomes visible in two weeks after the beginning of implementation, allowed not only to avoid project risks, but also to create the optimal strategy of its deployment. As a result, it positively affected dynamics of the project and helped to minimize the customer's expenses.

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