OREANDA-NEWS. October 25, 2011. Renaissance Credit, a leading Russian consumer finance bank, is modernizing its contact center by installing NICE Perform 3.2 Quality Management software. The software is a product of NICE Systems, a leading supplier of operational support for contact centers. Renaissance Credit has used earlier versions of NICE Perform software and the move the latest version will substantially expand the functionality and capacity of the entire system.

NICE Perform 3.2 Quality Management provides the capability not only to record the conversations and activities of contact center staff, but also to analyze the recordings and data in accordance with the bank’s quality control methodologies. Analysis of these results will improve the quality of telebanking services.

“Renaissance Credit strives to improve service quality through the use of cutting edge technology. The installation of the NICE Perform 3.2 Quality Management system will allow us to liaise with users of our services more efficiently.Our choice of software was based on the success of previous versions of this product. We are confident that our clients will note positive changes in contact center operations.” – Irina Larina, Vice-President and Director of the Renaissance Credit Client Support Service.

“NICE Perform 3.2 Quality Management is a frontline tool for quality management and client service analysis. It offers a complete set of resources for the retrieval, processing, analysis and effective visualization of information obtained in the process of communication with the client. The system will allow the Renaissance Credit contact center to maximize its potential and provide positive results for the company.”– Dmitriy Borisovets, Director in charge of NICE solutions sales at Data Integration Software, NICE Systems authorized dealer in Russia.

Renaissance Credit’s contact center provides 24-hour customer support from offices in Moscow, Kursk and Penza. The facilities are equipped for 135 employees and employ 180 people on various shifts. Contact center employees receive 150,000 calls and reply to 4,000 electronic communications every month. The contact center is outfitted with the most modern equipment and IT infrastructure. The Renaissance Credit Contact center has been praised by external experts and in 2011 was awarded the prestigious “Crystal Headset” award for outstanding personnel management.