The panel of judges named the company’s Noda Contact Center deployment at Rossiya Bank, one of Russia’s largest, a winner in the Partner of the Year for Implementation, Integration vendor category.
The project saw Noda take on the unusual assignment of melding hardware and software to create a fault-tolerant cluster. Its successful conclusion has meant that Rossiya Bank’s contact center works 24x7x365, offering uninterrupted remote service for the bank’s customers and round-the-clock support for cardholders. All servers involved in processing incoming and outgoing calls, in addition to all databases, are duplicated by backup servers. As a result, the entire system offers incredible reliability and availability.
Noda Contact Center was also integrated with bpm’online CRM to streamline how the bank works with clients. The resulting mechanism lets operators service those clients using a single work window, significantly boosting service levels: average call processing times have dropped to 2.25 minutes and 93% of contacts are resolved without requiring any follow-up. Bank Rossiya’s telephone service level was lauded by National Association of Contact Center experts, which ranked it among the top twenty in the financial sector.
Maxim Druzhinin, executive director of Rossiya Bank:
“We focus significant attention on our remote customer service. Our contact center is the product of hard work put in training employees, monitoring and evaluating call quality, building an incentive system, and much more. Also important is that the bank is equipped with NODA’s best hardware/software complex, as we keep a close eye on emerging technology in this area.”
A few Noda clients also received Crystal Headsets in 2017: the Tomskenergosbyt contact center for Best Public Service Center in a Utility Sector Government Agency and the Petrovich contact center for Best Small Customer Service Team.