KazCommertzBank Optimizes Tele-Banking Service With Cisco Contact Center Technology
Cisco (NASDAQ: CSCO) announced today that KazCommertzBank, the largest private bank in Kazakhstan, has deployed Cisco technology to help improve the quality of its 24×7 tele-banking service to customers. In implementing Cisco’s Unified Contact Center Enterprise solution with integrated Interactive Voice Response (IVR), KazCommertzBank aims to respond to customer calls in less than 20 seconds, while also reducing its per-call cost by up to 30 percent.
KazCommertzBank’s new contact center uses Cisco Unified Contact Center Enterprise and IVR solutions to support up to 30 simultaneous customer calls. It also offers automated self-service for easy and fast access to personalized information, such as account balances and credit card limits; changing Homebank.kz passwords; and paying for fixed and mobile communications and cable TV services.
“With a rapidly expanding customer base, the need for high-quality 24×7 customer service is imperative for KazCommertzBank. Cisco is helping us maintain service level thresholds above 85-90 percent,” said Ermek Shamuratov, managing director of KazCommertzBank. “By the end of 2008, KazCommertzBank plans to radically expand the range of phone services delivered to large enterprises, small and medium businesses and individual entrepreneurs. Cisco technology will play an important role in supporting this expansion with high quality of service.”
Employing nearly 50 full-time customer representatives, the KazCommertzBank contact center has been able to process more than four times the volume it did in 2006. As the Bank expands geographically across Kazakhstan to grow its retail business and customer base, service enhancement will drive the introduction of new technologies and a larger customer support team.
The KazCommertzBank contact center is integrated with the bank’s CRM system as well as its processing systems. It also unites all remote service departments of the Bank, which include general purpose help desk, credit card help desk, remote loan service, Internet banking (Onlinebank.kz and Homebank.kz) maintenance department, and collection service. Customers can reach the contact center via telephone, e-mail, Internet forums, SMS banking and Instant Messaging (IMS) to resolve their queries rapidly.
“Cisco Unified Contact Center offers tools and mechanisms for fast and cost-efficient adaptation of business processes that address changing core business requirements,” said Mikhail Laskin, enterprise solutions manager from Cisco. “Cisco Unified Communications is helping KazCommertzBank to improve quality of customer service and deliver a marked reduction in operational expenses.”
Set up in 1991, KazCommertzBank is the largest private bank in Kazakhstan by assets, loan portfolio, net income and deposits. The bank issues Visa Inc., MasterCard Inc., and American Express credit and debit cards. On February 1, 2008 more than 913,000 cards issued by the bank were circulating in the market. On February 1, 2008 the KazCommertzBank ATM network included 780 ATM machines. Besides, the KazCommertzBank processing center maintained 229 Internet kiosks and 6800 POS terminals, installed at retail and service outlets. KazCommertzBank is also Kazakhstan’s leading provider of Internet banking services delivered via two portals — Homebank.kz (for individuals) and Onlinebank.kz (for legal entities)
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