CallCRM
CallCRM integrates all relevant banking services in addition to various customer remote interaction channels (phone communication, chat, app calls, text messages etc.)
Currently more than 10,000 customer could be processed within an hour (simultaneously via different CSC channels) along with minimized efforts for employee workplace arrangement with the CSC – only a modern PC with browser and a headset are required (i.e. CSC employees are not tied to the bank office).
Present CallCRM is state-of-the-art software developed in a micro service architecture using containerization capabilities and flexible scaling depending on the workload. Security issues are time consuming, hence approved libraries and frameworks are used, with their updates made in accordance to the specified interval.
bank customer interaction channel (both inbound and outbound calls). Integration with the AVAYA phone service already available in the bank has been completed, including full-featured telephony panel implementation into the CallCRM software (i.e., available AVAYA phone required). You can also integrate with CISCO telephony.
integration with several chat and chatbot platforms (Genesys, Zendesk, etc.) for text communication with clients (via a mobile app or on a website). A chat call is currently fully functional, providing customer service similar to a call to the CSC, and if necessary, allowing client call to continue communication. Chat use introduction reduced the number of calls to the CSC along with increased customer service satisfaction.
additional voice communication channel over the Internet based on the SIP-protocol and its integration into the CTI phone panel. When such a call is received, the client authorization time reduced due to the available authentication in the mobile app. Voice communication provided to this channel without increased tariffs, if the client is in roaming and accessed to the Internet.
Role model and customer authorization matrix
Currently, an extended role model implemented into the software, which includes both users with limited rights (operator, chat operator, outsourcing operator) and users with extended rights (supervisor, administrator) for easy access to client information, as well as software settings.
CallCRM has a unique configuration
for user access to client data
It provides the highest level of client data security in addition to flexible configuration of accesses for various user roles and their skill groups (queues) in telephony. The client authorization matrix includes not only information provided by the client, excludes information from other banking services to prevent fraudulent activity.
Clients with privileges (premium or VIP clients), authorization and service are provided through their representative, a personal manager . This authorization method involves additional settings for the authorization process and client data access.
The customer profile 360◦ includes client contact card with basic information (contact information, registration and residence addresses, date of birth and brief passport data), risk markers, connected services and available sales offers (with quick access by clicking on them).
Based on the analysis of previous calls data to profile 360◦, basic information about the client products (loans and credit cards, debit cards, accounts and deposits, additional services, etc.) displayed in the specified order along with functional menu for quick navigation through possible operations with this client (taking into account its segment in the banking classifier).
Additionally, quick sending message buttons to the client via SMS and by email (in-built topics and text templates).
Basic
When using the phone panel , the following operations are available: receiving an incoming call with automatic client search and authorization, holding the call (hold on the line) and performing the switch while maintaining the client authorization to a specific skill group (queue), making outgoing calls to confirm payments or clarify other data, changing the user status for a break or completing operations in the post-call (after the end of the conversation with the client).
The widest set of operations is provided for credit products. In addition to viewing all the product details (nearest payment, total debt, early repayment, available limit, other conditions depending on the loan product) and transaction history (payments), you can view replenishment operations (full or partial repayment), limit reduction, termination of the loan agreement, etc.
Basic operations are provided for debit accounts and cards: opening, closing, depositing, transaction history and their details.
Integration performed for managing the services of remote access channels (mobile application, Internet banking, SMS-notification). Access opportunity to the corporate knowledge base with a convenient search, available relevant bank resources links on the Internet.
Separate operation for viewing client request history aggregates all client request data excluding in the CSC, including through other bank interaction channels, namely: visits to branches (available general bank communication history module integration).
Interface
The interface evolved several iterations to be improved. It is based on the best practices of world leaders in the field of call center software and business process management. However, during the entire software development, additional opportunities were reached to display the information in addition to structure and color indication providing significant customer call time reduction and positive user feedback hit. To summarize the above, the present software interface implies unique banking environment tool.
Modularity - modern interface building approach. As part of micro service software architecture development provides independent interface components update in addition to software development by different teams.
Simultaneous service of several clients was implemented using a window interface in the form of tabs (one tab – one client). Each tab information and customer service occurs independently in the others, while the user browser uses least memory.
banners - urgent notification hidden after viewing or timed out.
sidebar-notifications – cumulative notification block hidden by default including all
notifications for this client.
snackbar-notifications – user notification system about any software errors emerged
or incorrect user actions executed.
footer panel – additional feature to switch between customer service and other
software functions (for example, performance indicators, access to reference books, etc.).
use different color schemes and sizes of interface elements.
Service
User performance indicators page displays a report on the performance statistics of a specific user (working hours, break times, average call time, etc.), their skill groups (groups of users in the telephony queue), target indicators, and the level of service in the CSC as a whole.
General bank communication history module development and software integration bridges up to detailed information about the user actions with the client profile when contacting the CSC, along with, if necessary, other customer request information to the bank through various channels. This solution proved effective for analyzing customer requests and, as a result, some bank products and business processes provided.
Voice biometrics - integration with biometric (voice casts) data collecting and analyzing service bridges up to speed up the client authorization when contacting the CSC by phone. When conversation with the client, data collection and analysis and suspected fraudulent activities the user will be issued a warning and some operations will be blocked.
Voice of Client - computer-aided customer feedback service integration based on the contacting bank, improving some business processes, eliminating several software errors and increasing general satisfaction with the remote customer support service.
Technology
Micro service architecture, inter-service interaction of Web-Services (REST API, SOAP), integration with telephony JTAPI (AVAYA, CISCO).
Java, Spring Boot, Spring Cloud Config, Hazelcast.
TypeScript, React, Redux, Next.js, Material UI.
Oracle DB, PostgreSQL, Mongo DB.
Docker, Kubernetes, Jenkins.
IBM WebSphere Application Server, Apache Tomcat
Development
Development executed by several scrum-teams in accordance with the best Agile practices (sprint planning, requirements grooming, demo with the product owner, periodic retro, etc.).
The analysis of existing and prospective business processes executed due to modeling in BPMN notation. All requirements iteratively lowed clarification with stakeholders. The software package includes detailed user and administrator manuals.
Conventional product and interface improvement primarily executed on the basis of user feedback processing in addition to some research on the introduction of new features.
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