Alfabank, Ukraine

Alfa Bank has significantly cut costs by reducing average handling time and taking agent to agent transfers to almost zero overnight. Alfa has also capitalised on Omilia’s adaptive maintenance to ensure it keeps its voice customer care portal up to date and functioning at peak performance.

“It is worth mentioning that Omilia has managed, on short notice, to implement and deliver major changes in our system within only a few hours. Omilia became a valuable partner in an emergency situation when many thousands of people concurrently called our call center to receive specific information. Omilia managed to change the Alfa Bank NLU call center application within a few hours and handle the calls appropriately!

“We strongly recommend Omilia, as a credible partner that has been able to deliver a robust solution and proven results in Russian, Ukrainian and mixed language.”

01025, Київ
ул. Десятинна, 4/6
Email: mail@alfabank.kiev.ua
Web: www.alfabank.com.ua

December 26, 2014

Alfa Bank Ukraine
Valentyna Yarosh
Manager of Customer Service
9, Moskovskyave.
Kyiv, 04073, Ukraine
E-mail:Vyarosh@alfabank.kiev.ua

To whom it may concern,

Alfa-Bank is a Ukrainian universal commercial bank headquartered in Kyiv. The bank offers a full range of banking services to corporate and retail customers. The bank is also active in both the money and capital markets.
The bank is a part of the Alfa Group Consortium, which is one of the largest privately owned investment groups.

Our call center processes more than two hundred thousand contacts monthly. We provide services in both the Russian and the Ukrainian language, and many customers use a mixed
type language (Russian and Ukrainian).
AlIa-Bank and Om ilia Natural Dialog Solution realized a very successful NLU technology project.

At the beginning we were very reserved as to whether Omilia would be able to provide good results with NLU technology. Omilia has surprised us in a rather pleasant manner and managed to deliver a fantastic user experience while at the same time cutting costs, and improving our call center flexibility.

It is worth mentioning that Omilia has managed, on short notice, to implement and deliver major changes in our system within only a few hours.

Omilia became a valuable partner in an emergency situation when many thousands of people massively had called our call center to receive specific information. Omilia managed to change the Alfa Bank NLU call center application within a few hours and handle the calls appropriately!

We strongly recommend Omilia, as a credible partner that has been able to deliver a robust solution and prove results in the Russian Ukrainian and mixed language.

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Our proven Omni-Channel technology is aimed at:

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