Cisco (News - Alert) reportedly announced today that KazCommertzBank, the largest private bank in Kazakhstan, is using Cisco technology to improve its around-the-clock tele-banking service.

 

With the deployment of Cisco’s Unified Contact Center Enterprise solution, which includes integrated Interactive Voice Response, KazCommertzBank says it can respond to customer calls in less than 20 seconds, while also reducing its per-call cost by up to 30 percent.

 

According to Ermek Shamuratov, managing director of KazCommertzBank, the need for high-quality customer service is important because the company’s customer base is expanding.

 

“Cisco is helping us maintain service level thresholds above 85 to 90 percent,” Shamuratov said. “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.”

 

KazCommertzBank’s new contact center uses Cisco solutions to support up to 30 simultaneous customer calls. In addition, it also provides 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.

 

According to Mikhail Laskin, enterprise solutions manager from Cisco, the company’s Unified Contact Center offers fast and cost-efficient adaptation of business processes.

 

“Cisco Unified Communications (News - Alert) is helping KazCommertzBank to improve quality of customer service and deliver a marked reduction in operational expenses,” Laskin said.

 

The KazCommertzBank contact center is integrated with the bank’s CRM system as well as its processing systems. The contact center also unites all remote service departments of the Bank, which include general purpose help desk, credit card help desk, remote loan service, Internet banking maintenance department, and collection service. Users can reach the contact center via telephone, e-mail, Internet forums, SMS banking and Instant Messaging to resolve their queries rapidly.