NODA Contact Center Projects for Raiffeisenbank, QIWI, Samolet Shortlisted at ECCCSA 2021

NODA projects submitted to the European Contact Centre and Customer Service Award 2021 have reached the final round and will continue to compete for the award-winning places. Each case is built around a particular NODA product: Noda Contact Center, Noda WFM, and NODA KMS.

Two NODA projects implemented for Raiffeisenbank and QIWI contact centers have become finalists in the "Most Effective Application of Technology" nomination.

The implementation of Noda WFM at Raiffeisenbank contact center allowed to reduce the time of scheduling from 1.5-3 hours to 5-7 minutes, and the monthly forecast of the volume of calls and need in agents now can be made in just 10-15 minutes with a 90-% precision. Noda WFM provides high-precision forecasts for 520 agents basing on historical data, makes flexible schedules, accounts for the employees’ preferences, and helps monitor their activities, aggregating their statuses in various systems.

At QIWI contact center, the use of Noda KMS (Knowledge Management System) has brought down the number of mistakes in consultations six-fold. The system has simplifies information search and helps reduce the average handling time.

NODA's project of contact center automation for Samolet has become one of the finalists in the "Most Effective Business Transformation Programme in Customer Service" nomination. Implementation of Noda Contact Center, an omnichannel communication platform, boosted conversion in telemarketing to 70%; as for the share of lost calls, it has been reduced to zero. The platform has integrated a CRM system, Samolet corporate account in WhatsApp, and the company's social network "Vmeste.ru" where residents can leave their requests.

At the next stage, competitors will deliver their essays during a web conference. Each speaker will have 10 minutes to make a short presentation and answer the Jury's questions. The Awards evening is scheduled for the 23rd of November, 2021 at Evolution, Battersea Park, London.

Overview:

The European Contact Centre and Customer Service Awards, the major European CX event, has been held for 25 consecutive years. Last year, ECCCSA hosted participants form 26 countries, with two NODA projects, Moscow City COVID-19 Helpline and Dodo Pizza WFM Project among ECCCSA 2020 finalists.



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