New functionality within the call center of home construction savings bank PSS simplifies assignment of incoming requests.
2007-12-03
Client requests, collected from the of home construction savings bank PSS (Prvá stavebná sporiteľňa, www.pss.sk will be assigned automatically to individual call center (CTS) personnel from now on.
ANASOFT deployed a solution for PSS based on AMUN platform that will enable automatic collection of requests into the Genesys system contact center solution and depending on business rules it will distribute requests to individual service personnel of CTS.
Incoming client requests are queued and then automatically and evenly distributed among CTS personnel. This solution will ensure even work load, enable pausing of incoming emails, subsequent reactivation of assignment distribution and the provides ability to recognize a worker currently solving another problem over the phone. The system also keeps relevant statistics of serviced requests.
PSS decided to create call center in 2005 in order to provide their customers with up-to-date access to information. Anasoft was chosen as one of PSS partners to realize the ideas into specific solution and to implement and deploy custom made call center. This call center solution provides PSS with transparent access to incoming customer requests in the form of email or phone calls. Anasoft specialist were assisting throughout analysis and specification of requirements while also creating new processes for operations of CTS with the help of PSS employees. Anasoft has delivered solution for CTS package based on Genesys Express from Genesys company - the world leader in call center software solutions.
PSS was established in the year of 1992 as a joint partnership of three well known European banks:
- Erste Bank der oesterreichischen Sparkassen AG, Austria
- Bausparkasse Schwäbisch Hall AG, Germany
- Raiffeisen Bausparkasse GmbH, Austria
