CASE STUDY
Connect Omnichannel Contact Center Solution Implemented for CKB, Largest Bank in Montenegro
CKB, member of the OTP group, is the largest bank in Montenegro and with its growing customer base, they wanted to modernize the outdated solution and invest in exceptional customer experience. They chose Logate’s Connect as an omnichannel contact center solution with advanced reporting capabilities.
Key benefits:
- Integrated communication channels
- Client recognition and interaction history
- Onboarding via Video Calls Module
- KPI tracking and automated reporting
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“We choose Logate because of their extensive experience implementing the solution not only in banking but other industries as well. Connect is a modern solution that significantly reduces the time agents spend on repetitive tasks and helps me as the Head of contact center quickly pull the data needed for reporting purposes. On the other hand, our clients can expect the issues to be solved much more efficiently.”
Marina Živković
Head of Contact Center
CKB Bank
“We choose Logate because of their extensive experience implementing the solution not only in banking but other industries as well.
Connect is a modern solution that significantly reduces the time agents spend on repetitive tasks and helps me as the Head of contact center quickly pull the data needed for reporting purposes.
On the other hand, our clients can expect the issues to be solved much more efficiently.”
Marina Živković
Head of Contact Center
CKB Bank
Implementation process of Connect for CKB Bank
The scope of implementation was clear from the beginning. The bank’s contact center department was under heavy workload and most of it could be automated. For example, because the channels were not integrated, agents had to manually look for interaction history for each channel.
As the bank is communicating with clients via Calls, Facebook, Instagram, Viber, Email, and SMS, and planning to add Video Calls as a channel used for remote onboarding, there was a need for centralizing information and access to interaction history for all channels.
With Connect, the bank managed to integrate all of the communication channels which, in turn, means less workload on agents who no longer need to manually search each channel for a specific interaction, and better streamlined and personalized communication for the client.
In the past supervisors had to manually pull up reports and calculate relevant KPIs. That is no longer the case because with Connect all of the KPIs are tracked automatically. Furthermore, even reports are automatically prepared and can be generated on one click of the button. Simple, efficient and visually appealing.
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