Intelligent voice bots developed by NODA for Mosenergosbyt take down multiple-tariff meter readings, provide information on the latest payments and tarifs, and update customers on their monthly bills. As of now, 53% of all inbound calls to Mosenergosbyt Contact Center are processed by bots without involving live agents.
OTP Bank has transformed its customer services with the help of Noda Contact Center solution and has started to handle customer queries in omnichannel mode. The solution also enabled the bank to automate inbound and outbound calls, optimizing the agents' workload, and to manage service quality at all stages of call processing.
The first round of judging was carried out entirely online: after the nominating organisations had submitted their projects, a short list of finalists was compiled. The second round of ECCCSAs will take place in London, where the finalists are to present their cases to the panel of expert judges. Winners will be announced at the Awards Ceremony on November 26, 2019.
NODA projects of contact center modernization and automation, workforce management and robotic services have been shortlisted for ECCCSAs multiple times. In 2017 and 2018, NODA projects for Russian Post, Petrovich Trading House, FASTEN ride-hailing service, and GRAN Contact Center also made it into the finals.
Since 1997, the European Contact Centre and Customer Service Awards programme (www.ecccsa.com) has been awarding the most prominent contact center and CX projects. This year, there are 26 nominations covering innovative technologies, customer experience, operational efficiency, team work, and employee experience.