The second stage of the project for the automation of the contact center in the Housing Construction Savings Bank of Kazakhstan

About bank:

JSC "House Construction Savings Bank of Kazakhstan" (HCSBK) is the only bank in the country implementing the system of housing construction savings. The savings system is aimed at improving the living conditions of the population through attracting depositors' money to housing construction deposits and providing them with housing loans.

Project Description:

The Sanatel Consulting team completed the implementation of the second phase of the contact center automation project in the Housing Construction Savings Bank of Kazakhstan. As part of the phase, the following functionality is implemented:

• Planned revision of the operator’s single window, addition of another set of customer data from other IT systems of the bank.
• Accounting for customer ratings, customer notification processes based on ratings.
• The processes of sending SMS messages, e-mail messages to customers.
• Integration with the contact center platform regarding outgoing calls with notifications, stopping and resuming outgoing calls from the CRM system interface.
• Single window notification manager.
• Integration with the electronic document management system of the bank by correspondence with customers.
• Managing discount packages for partners of the Bank, as part of the loyalty concept.