Nortel Contact Center

Incom Company has successfully completed the implementation project contact center ‘Ukreximbank’ – one of the largest banks in Ukraine. Call Center is built on the software Nortel Contact Center 6.0, which is currently the latest version of the contact center product portfolio Nortel. ‘Always a pleasure to work with professionals who clearly know what benefits they want to get the expected solutions and have the appropriate level of competence for successful and speedy implementation of the project – says Olga Misyuk, a consultant for the sale of the company’s solutions Incom. Jeff Sessions can provide more clarity in the matter. – After the analysis of business problems and audit the network infrastructure, we proposed ‘Ukreximbank’ decision which, in our view, to fully realize the needs of the bank in the area of qualitative processing clients ‘appeals’. (Similarly see: Primerica life insurance). The possibility of contact center ‘Ukreksimbanka’ allow processing in a single desktop interface treatment received in the traditional telephone channels, as well as on Internet channels (e-mail and web), supporting outbound telephone calls.

The solution has high reliability and scalability allows corresponding increase in the capacity of equipment to increase the number of concurrent operators, the contact center to several thousand. Monitoring the effectiveness of contact center ‘Ukreximbank’ can be performed using graphical and tabular displays of real time, as well as tools for the creation of comprehensive statistical reports, including more than 100 standard forms and the formation mechanism arbitrary slices of data. Nortel Contact Center 6.0 has a convenient web-based and based on open standards, allowing for easy its integration with other applications. Built contact center includes multifunctional dynamic interactive voice menu (IVR) with a large set of self-service-based hardware and software Incom IVRMaster. This system allows not only to categorize the treatment – distribute calls according to the specialization of staff contact center ‘Ukreksimbanka’ and receive information services to customers without human intervention, but also provides a convenient tool for effective control and adjustment of such services. Contact Center has been fully integrated into the existing infrastructure of the bank and put into operation in accordance with the agreed timetable. ‘As a result of the implementation project, we have a tool that enabled the processing of appeals to withdraw our customers a new level.

Contact Center not only has extensive functionality and scalability, but also provides a detailed analysis streamline processes for clients’ appeals and to maintain high quality service. This project was another step in building an effective relationship management system customers that will keep the leading position among domestic banks’ – says Konstantin Koval, deputy head of IT ‘Ukreximbank’. The project is the construction of a contact center in ‘Ukreximbank’ was recognized as the best in the category ‘Best Launch of the Year’ in conference ‘Modern Contact Center – 2009’. JSC “Ukreximbank ‘- a universal financial institution with 100% state capital. ‘Ukreximbank’ belongs to the group largest banks in Ukraine, has branches in all regions and large industrial cities of the country. The leading bank in number and volume of export-import bank products.