Two NODA Projects in Crystal Headset Finals

For the 9th year running, NODA has become a finalist of the prestigious Crystal Headset professional award. This season, the company's projects were featured in two nominations:

  • Noda Erudite voice bots created for Russian Post Customer Support Center were shortlisted in the "Best Implementation of Robotic Automation and AI" category. 
  • NODA’s contact center automation project carried out for OTP Bank is one of the main contenders in the "Best Digital Modernization Program" nomination.
Noda Erudite voice bots implemented for Russian Post have already won professional recognition, both in Russian and abroad. In 2018, the project made it to the finals of the European Contact Centre & Customer Service Awards in the "Best Implementation of AI in Customer Service" nomination, and also became Project of the Year at the Global CIO contest in "Artificial Intelligence" nomination. It became the first AI-based industrial installation with a large-scale business effect. Every month, the robot classifies about 500,000 calls and handles over 100,000 postal item status queries. Voice bots enabled the company to transfer 30 employees of the Customer Support Center to other projects.

The main highlight of the OTP Bank project is its holistic approach: it involves all organization levels, from the bank's contact center to its central office and territorial branches. The decision to switch to Noda platform was taken by the Managing Office of the OTP Group in Budapest, after a thorough consideration of other offers by the leading Western vendors. Finally, OTP Group shareholders made their choice, opting for the Russian solution which is completely based on NODA products. The solution takes into account all the leading customer experience trends: omnichannel service, automated workload forecasts, automated agent quality assessment, as well as tools for creating voice and text bots capable of understanding natural speech.

The finalists were announced during a live webcast on the Call Center Guru website on February 5, 2019. Now, the shortlisted projects will compete in the second, final round which will determine the winners. The awards ceremony will be held on March 20, 2019 at TESLA.PLACE in Moscow, Russia.

Crystal Headset® is an international awards program in the contact center and customer experience industry. It has been held annually since 2005 by Call Center Guru, backed by the National Association of Contact Centers. In 2019, there are 360 contestants from 120 contact centers representing various regions of Russia, Kazakhstan, Belarus and the Kyrgyz Republic. They are competing in 37 main nominations and 5 additional ones. The Jury includes over 200 CEOs and contact center managers, as well as industry experts, coaches and consultants.

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