VTB — always in touch with its customers

Oct 20, 2011

Asteros upgraded VTB's call center telecommunications platform. As the result, VTB got a state-of-the-art integrated customer interaction tool helping it to improve quality of service and enhance service offering.

VTB business development strategy requires 15% to 20% increase of its customer base by the end of 2012. The bank needs a modern multifunction call center to serve its customers. Its existing call center supported only basic functionality and relied on outdated software. VTB decided to upgrade its call center.

This project was awarded to Asteros. Asteros evaluated functionality required by VTB, and audited and upgraded software in the key subsystems:

• Communication Manager — an intelligent call distribution subsystem helping to reduce number of call redirects and waiting time to improve quality of service
• Avaya Call Management System — a call center management subsystem providing real-time reports, identifying irregularities in call center operation and forecasting utilization of agents and phone lines
• Interaction Center — a management subsystem responsible for communications processing across multiple channels

In addition to that, we enhanced call center functionality with the new versions of the following systems:

• Avaya Voice Portal IVRS enabling a streamlined IVR menu system with self-service options
• Nice Perform call recording software to monitor work of call operators

"New call center helps us maintain required quality of customer service. Asteros designed a system that is easy to manage, works well with our infrastructure and is able to support our future needs in addition to current requirements", says Dmitry Nazipov, CIO, VTB.

"Modern telecommunications technologies provide for powerful and reliable solutions offering feature-reach manageability and reporting tools. This is exactly the type of solution that VTB needed. This upgrade transformed our call center into an indispensable tool helping us to streamline customer communications process", suggests Valery Sokolyuk, Head of Telecommunication Solutions Department, Asteros.

Back to the list