Rossiya Bank switches to NODA

Rossiya Bank, which is among the twenty strongest in Russia as measured by the quality of their telephone service (TOP-20 FIN'2015), recently completed their new contact center based on NODA’s professional platform. The modernized facility is built on a fail-proof cluster, with the integrated solution providing uninterrupted management of the huge number of calls going into and out of the bank. The result has been a more competitive product when it comes to remotely working with clients.

The project focused on migrating from the bank’s old platform to Noda Contact Center and its next-generation technology. The new program is integrated with BPM’Online CRM to automate the client service process, while the integration tool also made it possible for the contact center’s platform and business center to interact closely with each other. Handling clients has never been easier.

Alongside handling incoming calls (a hot line, consultations for bank card holders, service for VIP clients, blocking cards), integration with the BPM’Online interface means that outgoing campaigns can be run and serviced. Results are available in the client management system thanks to the direct connection to Noda Contact Center’s database.

Rossiya Bank’s newly modernized contact center is built on a fault-tolerant hardware complex that includes five servers grouped into two independent clusters. A set of programming tools that drive setup flexibility and allow users to keep an eye on both clusters and each individual server complete the setup. Overall, the integrated backup system for configuration files and hot backups for all servers (those used to process incoming and outgoing calls, database servers, and duplicate backup servers) facilitate 99.99% availability 24/7.

Maxim Druzhinin, Executive Director at Rossiya Bank:

The automated system NODA created for our contact center performed admirably in 14 test cases. We now have a unique, high-tech tool that is easy to use and takes care of everything we need in order to remotely serve our clients. The quality of our phone service here at Rossiya Bank was rated highly by market experts, pushing our contact center into the twenty best in the financial sector as per the National Association of Contact Centers.