News : OTP Bank Uses NODA Solution to Update its Contact Center
Moscow, Russia, Nov 4, 2019 -- NODA has completed its contact center modernization project for OTP Bank. The project involved replacing a foreign digital services platform with the Russian solution by NODA. Today, OTP Bank uses a whole range of Noda Contact Center features, including omni-channel services and quality control tools.
The aggregate capacity of the upgraded OTP Bank contact center is over 400 agent workstations. The agents located at two different sites operate in a single system, processing customers in Russia. The project was launched in November 2017. By that moment, NODA had finished building the functional and technical architecture of the solution and had created a detailed modernization plan that allowed to cut down project risks and implement all the key features without halting the contact center business processes.
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Migration to the new communication platform, including the transfer of all the inbound and outbound campaigns, was carried out simultaneously to the integration with Siebel CRM system. This enabled the agents to process customer calls in the CRM interface without the need to copy information from the contact center platform. Now, while handling a phone call or a text message in the CRM system, the agent automatically receives all the key call information via the CTI interface, is able to identify the caller, take the call or place it on hold, reroute the call, etc.
"We are glad that another major retail bank has chosen NODA products over those of foreign vendors, " said Andrey Zaitsev, Director of Contact Center and Robotic Systems Department at NODA. "It is especially pleasing that the final decision was taken by the OTP Group stockholders in Budapest, confirming the competitiveness of our products not only on the Russian market but also abroad. "
In the near future, OTP Bank plans to implement a chatbot on the basis of Noda Erudite platform, a new NODA AI solution for creating voice and text bots. The chatbot will be embedded in the company's website and mobile application.
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, November 5, 2019