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Alfa Bank Ukraine

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Project details
Launch: Q3 2014
Traffic: More than 3,500,000 calls/ year
Short description: Alfa Bank has taken its call centre to the next level, and has managed to 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, and has managed to keep it 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 lew hours. Omilia became a valuable partner in an emergency situation when many thousands 01 people massively had called our call center to receive specific information. Omilia managed to change the AlIa Bank NLU call center application within a lew 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.”
– Valentina Yarosh, Director Customer Care, Alfa Bank

IVR: Cisco IP IVR v9
PBX: Cisco Call Manager
ASR: Omilia omASR v3
NLU & DM platform: Omilia DiaManT v7 with deepNLUĀ®
CTI: Cisco
CRM: Custom
Service categories recognised:
More than 300 domain-specific (Banking Domain) requests like balance, billing issues, cards, loans, security issues, digital services (Web Banking, Phone Banking) etc.

Press release

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