Raiffeisenbank modernizes its Contact Centre with Avaya

Avaya in cooperation with CROC, implemented a project to modernize the infrastructure of contact centre for Raiffeisenbank, one of the top banks within Russian financial market. The project enabled Raiffeisenbank to create new branches quickly and efficiently.

Contact Centre CLUB

Completed in conjunction with CROC, an Avaya partner, the first stage of the project saw Raiffeisenbank create an additional remote site for its branch in Kolomna for 210 agents, with the site fully integrated into a single infrastructure.

The bank’s need to expand the resource capabilities of the contact centre arose from changing standards of customer service. In the era of digital transformation, the bank’s contact centre was challenged by increasingly demanding user requirements. In particular, personalized communication within the multichannel approach became more important, while customers also demanded quicker processing times for requests, and the ability to fulfil requests without the help of the operator.

Raiffeisenbank addressed these challenges, improving the level of service that it offers customers, by integrating Avaya’s solutions into its customer service system. By doing this, the Bank significantly increased the resource capacity of its contact centre, provided fault tolerance for its infrastructure, and enabled the further scaling of systems.

The project, which saw Raiffeisenbank create a fully functional contact centre in Kolomna, was implemented within three months. Avaya and CROC specialists installed telecom equipment and software in test mode, before connecting the contact centre to the bank’s central infrastructure.

“Raiffeisenbank appreciates the trust of its customers and always strives to provide a first-class level of service by introducing new services and developing existing ones. The project, implemented by Avaya and CROC, allows us to respond quickly to changing business requirements, from the introduction of new relevant services to flexible system scaling,” said Vladislav Gonchar, head of network technologies at Raiffeisenbank.

The Avaya solutions integrated into Raiffeisenbank’s customer service infrastructure include Avaya Aura Communication Manager, Avaya Aura Contact Center Elite, Avaya Workforce Optimization, Avaya Call Management System, Avaya Proactive Contact, and Avaya 1616-IP phones.

About Raiffeisenbank

Raiffeisenbank is a subsidiary of Raiffeisen Bank International AG. Raiffeisenbank is one of the most reliable Russian banks, which creates financial solutions for private and corporate clients, residents and non-residents of the Russian Federation. According to Interfax-CEA, Raiffeisenbank is the country’s eleventh largest bank in terms of assets as of the first quarter of 2019, seventh in terms of individuals, seventh in terms of its retail loan portfolio, and seventh in terms of net profit.

Raiffeisen Bank International AG is a leading corporate and investment bank in the financial markets of Austria and in the countries of Central and Eastern Europe. In Central and Eastern Europe, Raiffeisen Bank International is present in 13 markets and provides a wide range of financial services, including leasing, asset management and support of mergers and acquisitions. Its more than 47,000 employees serve 16.3 million customers in more than 2,100 locations, most of which are located in Central and Eastern Europe. Raiffeisen Bank International is listed on the Vienna Stock Exchange.

About Avaya

Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.

About CROC

CROC has been working in the Russian IT market since 1992 and has been among the top 10 largest Russian IT companies for more than 14 years *. The company is among the top five leaders of the Russian IT services market and the largest IT companies (RA Expert, 2018), the top three in the system integration market (IDC, 2018) and the top 10 largest consulting companies in Russia (RA Expert, 2018). In 2018, CROC became a new type of system integrator, expanding its activities in the design business with two new business units – CROC Digital and CROC Cloud Services.

CROC is the only Russian integrator with its own network of fault-tolerant, geo-distributed data centers of the TIER 3 level. Its flagship data center is certified according to international Gold Operational Sustainability Uptime Institute standards and has been operating non-stop for more than seven years. Based on its data center network, CROC customers are provided with a wide range of services for the rental of computing infrastructure and service support.

CROC is among the best Russian IT service providers for energy (Production Management, 2018) and healthcare (CNews, 2017), one of the top three IT providers for transport companies (CNews, 2018) and top 10 IT suppliers for retail (CNews, 2018). CROC is a solution provider for functional areas such as Martech and HRtech.