Speaking at the key plenary session of the Forum, Andrey Zaitsev, Director of Contact Center and Robotic Systems Department at NODA, announced the launch of Noda KMS, a new product by NODA. He spoke about the role of knowledge management systems in customer service and the principles which future services will be based on. Noda KMS is already in use at some of the major Russian companies, such as Sovcombank, AK Bars and Qiwi.
Lyubov Dubovitskaya, Head of the Project Automation Department of Qiwi Customer Services, who also spoke at the Forum, described the effect of relaunching the company's knowledge management with the help of Noda KMS. After the solution had been implemented, the speed of call processing at Qiwi rose by 10%.
Noda KMS and other NODA products were well represented at Live Demo, which traditionally hosts live demonstrations of participants’ solutions. VIsitors could get acquainted with the capabilities of the Noda Contact Center communication platform; Noda Erudite, the company's AI platform for creating voicebots and chatbots; and Noda WFM, a workforce management system.
At the themed sessions, NODA presented its customer cases based on NODA technologies. Anna Fedina, Product Director of CarMoney, together with Alexandra Dekhanova, the owner of Noda Erudite, reported that after the implementation of a voicebot for loan applications validation their sales funnel increased three-fold. Natalya Belotelova, Vice-President of Raiffeisenbank Russia, described their experience of optimizing planning and workforce management processes on the basis of Noda WFM.
"CCWF, which remains a major contact center industry event, allows us to showcase our solutions and share our experience of customer services optimization every year" , remarked Andrey Zaitsev. "This year, we proudly present Noda KMS, a product which will improve the work of agents and speed up customer service operations. Our goal is to expand our product range and provide our clients with new tools that can help them boost customer experience" .
For the last 20 years, Customer Contacts World Forum has been the leading venue for experts and professionals in the contact center industry to share their customer service experience. In 2021, the Conference hosted over 100 speakers and 20 exhibitors.