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KredoBank
KredoBank
http://kredobank.com.ua/
Finance and Audit
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KredoBank is the bank with the largest Polish investment in Ukraine banking institution. Today, the share capital of JSC "Bank" investment strategic shareholder PKO Bank Polski SA up 99.6%. The other
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Контакт-центр на базе системы Cisco Packaged Contact Center Enterprise 11.0
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Банк предлагает полный спектр услуг для розничных клиентов, предприятий малого, среднего и крупного бизнеса в 23-х областях Украины и Киеве.\r\n\r\nНедавно в банке было завершено построение современной платформы контакт-центра с автоматизацией ключевых бизнес-процессов и внедрением принципиально новых услуг, которая уменьшит время ожидания ответа и повысит надежность работы и стандарты качества обслуживания клиентов. С помощью партнера, компании "ИТ-Интегратор" (Cisco Authorized Technology Provider), было выполнено проектирование и построение контакт-центра на базе системы Cisco Packaged Contact Center Enterprise 11.0, а также внедрена сервис записи разговоров компании ZOOM International.\r\n\r\nПроект, в общем, от проектирования до запуска в промышленную эксплуатацию с интеграцией и доработкой сервисов занял чуть меньше года. Учитывая критичность, все системы контакт-центра были установлены на устойчивой к отказам архитектуре, чтобы обеспечить доступность сервиса в случае выхода из строя компонентов систем.\r\n\r\nСпроектированный центр обработки вызовов Кредобанка содержит ключевые компоненты:\r\n\r\nклиентский голосовой портал с использованием технологии Cisco CVP;\r\nсистемы автоматического исходящего обзвона в соответствии с процедурами банка;\r\nIVR;\r\nрабочие места агентов, интегрированные с существующими банковскими сервисами и программами;\r\nсистема онлайн отчетности для получения информации о ключевых показателях и уровень SLA контакт-центра;\r\nсистемы приема и обработки мультимедийных обращений, что позволяет говорить о поэтапной реализации модели обслуживания omnichannel.\r\nКонтакт-центр сегодня рассчитан на 50 рабочих мест и имеет гибкие возможности для наращивания количества операторов до 1000 агентов, если этого потребуют текущие бизнес-задачи.\r\n\r\nИстория успеха проекта\r\n\r\nВ результате реализации проекта банк получил совершенно новую платформу для решения своих задач по обслуживанию клиентов средствами современных коммуникаций. Построена платформа позволила оптимизировать дерево обслуживания в IVR, реализовать динамические сервисы (например, озвучивание информации об остатке на карточке), автоматизировать выходные кампании и многое другое.\r\n\r\nУстановлена система записи компании ZOOM обеспечивает возможность онлайн мониторинга качества работы операторов, повышает их ответственность и уровень вовлеченности в процессе обслуживания клиентов.\r\n\r\nСовременная система отчетности открыла новые возможности для оперативного реагирования на клиентскую активность и принятия управленческих решений.\r\n\r\n"Сегодня качественная и бесперебойная коммуникация с клиентами чрезвычайно важна. Новые инструменты контакт-центра позволяют быстро реагировать на потребности клиентов и в кратчайшие сроки вносить необходимые изменения в систему. Кроме того, внедрение единого коммуникационного инструмента позволило качественно повысить уровень обслуживания, непременно повлияет на рост количества лояльных клиентов ", - отметил Марцин Мазурек, исполнительный директор направления розничного и электронного бизнеса ПАО" Кредобанк ".\r\nВ ходе реализации стратегии развития банк не планирует останавливаться на достигнутом. В его планах - дальнейшее развитие построенного контакт-центра, в частности, интеграция системы IVR с другими программами банка, например, с процессом collection, а также оптимизация выходных кампаний.\r\n\r\n"Наша компания" за плечами "не одно внедрение промышленного контакт-центра, в том числе для финансового сектора. Уверенности в успехе реализации этого проекта нам добавляла выбрана техническая платформа Cisco, в качестве, функционале и эффективности которой мы не сомневались. 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