VTB updated processing system of telephone calls of clients

The Asteros company updated the telecommunication platform of contact center of VTB bank.

Background

The development strategy of VTB assumes that by the end of 2012 the number of clients of bank will increase by 15-20%. A year ago VTB carried out integration of contact center and internal service of IT support of bank. The call center had basic feature set, and its systems worked at outdated software. The management of VTB made the decision on upgrade of contact center.

Implementation

Implementation of the new project is carried out by Asteros company. Specialists of the company analyzed requirements of bank to functionality of systems, booked audit and upgraded the software of key subsystems:

• Communication Manager is intellectual distribution of calls. The subsystem allows to reduce the number of readdressings of the subscriber, to reduce time of processing of a call and, thereby, to increase service quality;

• Avaya Call Management System is a management subsystem the operator center. With its help the reporting in real time is prepared, incidents in work of contact center come to light and loading of operators and telephone lines is predicted;

• Interaction Center is a management subsystem multichannel service of different types of addresses.

The functionality of contact center due to implementation of new versions of the following systems was in addition expanded:

• interactive speech interaction of Avaya Voice Portal which allows to implement optimal structure of the voice menu for self-service of clients;

• call recording of Nice Perform which provides audio control of work of operators.

Results

As a result of project completion the bank received the modern complex instrument of customer interaction, increased service quality and expanded a range of the offered financial services.

Opinion

"The new contact center helps to maintain customer service quality at the necessary level. The Asteros company constructed for us a system which is simple in management, well fits into infrastructure of bank and is expected not only current demands, but also perspective", – Dmitry Nazipov, the senior vice president, the Head of the Moscow Department of Information Technology of VTB claims.