The aggregate capacity of the upgraded OTP Bank contact center is over 400 agent workstations. The agents located at two different sites operate in a single system, processing over 4.5 million customers in Russia. The project was launched in November 2017. By that moment, NODA had finished building the functional and technical architecture of the solution and had created a detailed modernization plan that allowed to cut down project risks and implement all the key features without halting the contact center business processes.
Migration to the new communication platform, including the transfer of all the inbound and outbound campaigns, was carried out simultaneously to the integration with Siebel CRM system. This enabled the agents to process customer calls in the CRM interface without the need to copy information from the contact center platform. Now, while handling a phone call or a text message in the CRM system, the agent automatically receives all the key call information via the CTI interface, is able to identify the caller, take the call or place it on hold, reroute the call, etc.
The platform includes tools for creating an IVR menu which enables callers to fetch information on banking products (credit card limits and balance, due and payable amounts, special offers, etc.) in the self-service mode. All customer actions in the IVR menu are logged, providing valuable data for analysis and helping optimize the IVR structure, so that callers can access the most popular menu items quicker.
Apart from integration with CRM system, the project set up the procedure of exporting data into the single corporate Data WareHouse (DWH) system. Now statistical data is transferred from the new contact center platform to the DWH system in the required format. This has helped to reduce reporting costs, as DWH is used as a single reporting instrument, generating various reports across an unlimited number of internal systems.
Migration to Noda Contact Center allowed the bank to provide its customers with omni-channel services. Today, the upgraded contact center processes queries in the most popular digital channels, including email, webchat, and mobile app. In the nearest future, the contact center of OTP Bank will begin processing voice calls in the mobile app, as well as handle calls in popular messengers and social networks, e.g. Facebook and Vkontakte.
To monitor an agent's work quality automatically, the bank uses Noda Quality Management module. OTP Bank supervisors can customize KPIs to assess the work of agents in each project, create reports for separate agents, groups or projects. Migration to the new platform has helped the bank to take its outbound campaigns to a whole new level. During outbound campaigns the platform optimizes agent workload by detecting answering machines and voicemail, so the bank can now process its contact base more efficiently and profitably.
"We are glad that another major retail bank has chosen NODA products over those of foreign vendors, " said Andrey Zaitsev, Director of Contact Center and Robotic Systems Department at NODA. "It is especially pleasing that the final decision was taken by the OTP Group stockholders in Budapest, confirming the competitiveness of our products not only on the Russian market but also abroad. "
In the near future, OTP Bank plans to implement a chatbot on the basis of Noda Erudite platform, a new NODA AI solution for creating voice and text bots. The chatbot will be embedded in the company's website and mobile application.
OTP Bank is a member of the international OTP Group, one of the leaders in the financial services market in Central and Eastern Europe. As of February 2019, OTP Bank had the 43rd largest retail loan portfolio in Russia and was 48th in net worth (according to the Russian Central Bank). OTP Bank provides services to 4.6 million customers, with 2.1 active customers using POS loans. In this segment, OTP Bank's loan protfolio is the second largest in Russia. https://www.otpbank.ru/