2Ring Enhances the Contact Center of Magyar Cetelem Bank.The functionalities and options provided by 2Ring AGENT DESKTOP, 2Ring CAMPAIGN MANAGER, and a set of customized reports were some of the main reasons Magyar Cetelem Bank chose Cisco Unified Contact Center Enterprise (UCCE). The client has selected the contact center specialists of Soitron, Cisco Gold Partner and ATP UCC Enterprise system integrator, for the deployment of its entire contact center, and it fully trusted 2Ring, a Cisco Solution Developer, to provide it with any needed UCC add-ons.
The Problem to SolveMagyar Cetelem Bank, a part of BNP Paribas Personal Finance, a leader in personal credit in France and Europe with a workforce of nearly 28,000 people in over 30 countries, was looking for a streamlined business process in its contact center. Therefore, the client decided to replace its Alcatel contact center and search for technology that would allow it to unify work processes among teams, maintain its collection campaigns, and fully integrate with its core banking system. Cetelem also required a semi-intelligent campaign management system that would monitor campaigns and perform on-the-fly changes to dialing strategy based on pre-defined criteria. The ultimate goal was to let the operators concentrate on their work and enhance their productivity while achieving an excellent collection ratio.
The Solutionbuilt around Cisco technologies that consists of three core building blocks:
- The first block was the implementation of a Cisco UCCE 7.5 contact center delivering a high availability and stability.
- The second building block consisted of the 2Ring AGENT DESKTOP application. It unified all of the applications used by the operators into its interface. Most importantly, it directly embedded screens of Cetelem’s core banking system into its main window and provided all the functions necessary for the control of operators’ desk phones and contact center work states. All around, it delivered a fully integrated work environment for all contact center operators.
- To meet the client’s requirement for on-the-fly campaign strategy management, 2Ring has developed a custom-tailored solution – 2Ring Campaign Manager. This solution processes the daily campaign dialing list produced by the banking system, distributes it to individual operators via a Cisco Dialer, and monitors the campaign flow. If needed, it adjusts the dialing strategy appropriately to deliver the highest possible collection rate.
“We are very happy with the selection we made,” he says. “Soitron and 2Ring have together delivered a stable solution that fully suits our business needs and conforms to our desired processes.” Peter Szabo, Head of Risk Operations.
Together these three building blocks were delivered smoothly within 6 months, and as Peter Szabo, Head of Risk Operations, states, the project was highly appreciated by the client.
ConclusionThat the entire project is highly valued as a very successful implementation is also proved by the fact that it is being used as an example for future similar implementations throughout BNP Paribas’s international branches.
Magyar Cetelem Bank has been present in Hungary since 1996. It was founded by the French Cetelem SA, the member of international bank group BNP Paribas with nearly 50 years of professional experiences in the field of personal loans.
BNP Paribas Personal Finance is, within the BNP Paribas Group, the specialist in personal loans via its activities in consumer credit and mortgage lending. With almost 29,000 employees throughout more than 30 countries over 4 continents, BNP Paribas Personal Finance is the leader in France and in Europe.
BNP Paribas Personal Finance is capable of offering, mainly through the Cetelem brand, a full range of personal credit products via points of sale and car dealerships.
For more information visit:
www.cetelem.hu
Soitron was formed via the fusion of the activities of two companies - Tronet and Soitron. Stemming from the long-standing experience of Tronet on the Slovak ICT market and the know-how obtained via two years of collaboration between Soitron and Soitsa SA – the Spanish selective outsourcing specialists.
In 2005 Soitron inc. obtained Soitsa SA shares, thereby establishing itself as a leading IT service provider.
Today Soitron is one of the largest info-communication integrators and IT service providers with more than 750 employees and consolidated annual turnover of more than 55 million EUR. Soitron inherited all activities, know-how and the market position held by Tronet in its 15 year existence whilst also adding dynamic growth in the area of outsourcing services.
Complete information about the company:
www.soitron.com