CTI constructs a contact center based on Cisco solution
CTI has built a contact center (CC) for one of the major Russian banks. The CTI specialists were tasked with automation of remote banking business processes through replacement of the existing CC with a new platform to expand the bank's capabilities. CTI experts analyzed business processes and customer’s needs. To implement the customer self-service at the financial institution, it was decided to use the Packaged Contact Center Enterprise platform from Cisco, CTI's strategic partner.
The new self-service provides bank customers with solutions for typical incoming requests without connection to an operator. The operator workplace is automatized, which is now a single entry point for client calls: not only information about the calling client is available, but also the history of his interaction with the self-service subsystem.
The system improves efficiency of ongoing business bank customer service processes through a best possible distribution of the company's resources: employees’ working hours, communication lines, equipment and software. The bank gains full control over automated business processes by means of portal provided. The system aims at comprehensive canvas calling of bank's customers to notify them about personal offers, new products, availability of indebtedness, etc. The number of operator workplaces grows up to 2000.
‘Currently, a contact center, as a business unit, is the most important part of the customer service processes at financial institutions. By using state-of-the-art platforms and technologies, our customers receive a flexible tool for building effective business processes for remote customer service, which in turn enhances the company's competitiveness in the market,’ said Platon Begun, Head of CTI Contact Centers Division. ‘CTI has an extensive experience in building contact centers, which we used to implement the project with UniCredit Bank. When establishing the new CC, we significantly improved the quality and increased the number of services provided to customers, and laid the basis for further expansion.’
‘Thanks to CTI’s experience and leader's expertise in building contact centers, we now have a contact center featuring an extended range of capabilities which will raise the quality of our customer service to a new level,’ comments Mikhail Dugaev, Director of the Information Technology Department at UniCredit Bank. ‘We plan to increase loyalty and level of bank customer satisfaction through the effectiveness of the new service, and to provide a unified service standard at the highest level.’
CTI is one of the leading Cisco partners, which successfully integrates vendor solutions on the Russian market. CTI can boast of having an exclusive suite of Cisco statuses: Gold Certified Partner, Master Collaboration Specialization, Master Security Specialization, Cloud & Managed Service Provider Master. CTI is the only Cisco partner in Russia to hold two master specializations at the same time, Security and Collaboration.