OREANDA-NEWS. As part of its comprehensive multistage project, CROC has upgraded Raiffeisenbank's contact center, with new equipment being deployed and the IVR (Interactive Voice Response) system being modified, thus ensuring a more than 15% improvement in some contact center operation parameters.

"In 2013, we opened a Yaroslavl Branch and also moved our Moscow contact center there. We strove to bring the information center in line with the highest European standards of remote servicing, and CROC helped us to achieve this goal on a technology level," said Maria Magdeeva, Head of Information Center, AO Raiffeisenbank.

CROC specialists ensured seamless and smooth contact center migration to Avaya equipment and technology without disturbing bank clients or contact center agents. Today, the contact center operates without failures and telephony infrastructure is 20% more stable. All solutions were deployed in the bank's virtualized server infrastructure and integrated into the unified monitoring system, which was also implemented by CROC. The entire migration process, including the creation of new IVR and reporting systems, skill group differentiation, and the transfer of approximately 10 service support lines, was completed in a very short time-frame.

Just a few months after the upgrade, contact center agent efficiency had risen by 10%, the number of calls processed per day had increased by 6%, and IVR quality had gone up by 50%.

"Raiffeisenbank leverages cutting-edge Avaya solutions, with quality control already in place and the Internet channels still being developed to communicate with clients via web and e-mail. We are committed to remaining a technology leader in this sector year after year and offer new solutions to tackle our customers' tasks," noted Alexey Krivosheev, FSI & Retail Team Leader in Russia and CIS, Avaya.

"We upgraded a variety of contact center functions and thus improved fault tolerance and scalability. In the near future, we will integrate the contact center with CRM software and deploy both an automated workstation (AWS) for agents and a predictive dialing system for telemarketing optimization," said Sergey Chekhovskikh, Head of Call Center Practice, CROC.