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Raiffeisenbank Modernizes its Contact Center with Avaya


Moscow, Russia, Aug 19, 2019 -- Avaya Holdings Corp. (NYSE: AVYA), a global provider in solutions to enhance and simplify communications and collaboration, in cooperation with CROC, implemented a project to modernize the infrastructure of contact center for Raiffeisenbank. The project enabled Raiffeisenbank to create new branches quickly and efficiently.

Completed in conjunction with CROC, an Avaya partner, the first stage of the project saw Raiffeisenbank create an additional remote site for its branch in Kolomna for 210 agents, with the site fully integrated into a single infrastructure.

The bank’s need to expand the resource capabilities of the contact center arose from changing standards of customer service. In the era of digital transformation, the bank’s contact center was challenged by increasingly demanding user requirements. In particular, personalized communication within the multichannel approach became more important, while customers also demanded quicker processing times for requests, and the ability to fulfil requests without the help of the operator.

Raiffeisenbank addressed these challenges, improving the level of service that it offers customers, by integrating Avaya’s solutions into its customer service system. 

"Raiffeisenbank appreciates the trust of its customers and always strives to provide a first-class level of service by introducing new services and developing existing ones. The project, implemented by Avaya and CROC, allows us to respond quickly to changing business requirements, from the introduction of new relevant services to flexible system scaling," said Vladislav Gonchar, head of network technologies at Raiffeisenbank.

The Avaya solutions integrated into Raiffeisenbank’s customer service infrastructure include Avaya Aura Communication Manager, Avaya Aura Contact Center Elite, Avaya Workforce Optimization, Avaya Call Management System, Avaya Proactive Contact, and Avaya 1616-IP phones.


Posted by Veronica Silva Cusi, news correspondent
Source: https://www.webwire.com

Date Posted: Wednesday, August 21, 2019

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