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KazCommertzBank Optimizes Tele-Banking Service With Cisco Contact Center Technology
Cisco Unified Contact Center Enterprise and Interactive Voice Response Solutions Expected to Deliver up to 30 Percent Cost-Efficiencies per Call for Kazakhstan's Largest Bank
| Source: Cisco Systems, Inc.
ALMATY, KAZAKHSTAN--(Marketwire - October 15, 2008) - Cisco (NASDAQ : CSCO ) announced today
that KazCommertzBank, the largest private bank in Kazakhstan, has deployed
Cisco technology to help improve the quality of its 24x7 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 24x7
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."
About KazCommertzBank
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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http://newsroom.cisco.com. Cisco equipment in Kazakhstan is supplied by
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Inc.
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