06.09.2021

VOXYS is a finalist of the European Contact Center and Customer Service Industry Award

Three applications of the VOXYS communications center in the categories "The Best Outsourcing Partnership", "The Most Effective Use of Technologies" and "The Best Contact Center for Work" made it to the finals of the European Contact Center & Customer Service Awards (ECCCSA 2021).

The application of the VOXYS Communication Center and VTB Bank in the “Best Outsourcing Partnership” nomination demonstrates the effective joint construction of a communication project architecture based on a customer journey map (CJM) analysis. As a result of the creation and detailed elaboration of the customer experience map, taking into account the stages of the client's interaction with the VTB brand, as well as the bank's financial products, the contact center was successfully integrated into the business processes of the financial organization, which made it possible over the past year to open a number of new areas of customer service and sales in remote channels that directly affect the consumer loyalty index (NPS) and key business indicators of the VTB banking group.

In the nomination "The Most Effective Use of Technologies", the experience of automating client communications on a project implemented in the interests of a federal logistics operator using IT solutions of the TWIN automated communications platform is presented. The platform's solutions are based on voice robots and chat bots that provide automated communication with customers in all communication channels: web sites, social networks, popular messengers, voice communication. Automation has made it possible to improve efficiency indicators and increase the level of customer satisfaction.

"Today, the real innovation is not only in technical solutions, but also in a unique customer experience. TWIN solutions have already shown their effectiveness on projects of the VOXYS communications center. Reaching the final of the ECCCSA award gives us the opportunity to demonstrate the potential of the platform to the professional community at the international level," says Igor Kalinin, CEO of Twin.

The updated VOXYS platform in Kursk, which is based on a human-oriented approach that improves the quality of life of each employee and the efficiency of the organization, claims to win in the nomination "The Best Contact Center for Work".

"People are the main value for VOXYS, constant investment in human capital is a priority of the company's personnel policy. Guided by the interests of our employees, we are setting a new industry standard for the organization of contact centers. The communications center in Kursk, completely renovated this year, is designed in accordance with the principles of a human-oriented approach and the values of VOXYS corporate culture. This year alone, 10 more VOXYS sites will be organized in a similar format throughout Russia", Ksenia Kasimova, VOXYS Marketing Director, says.

ECCCSA is an annual award in the field of customer service, participation in which testifies to the high quality of services provided, the introduction of up-to-date IT technologies into business processes and international recognition. This year, the results of the award will be announced on November 23, 2021. VOXYS is the first Russian outsourcing communications center to become an ECCCSA finalist.

Earlier this year, four VOXYS applications in the categories "Best Anti-Crisis Management Program", "Best HR Professional", "Best Wellness Program for Employees" and "Best Contact Center Design" made it to the finals of the prestigious international award in the field of customer service and contact centers Contact Center World, the final of which will be held in December 2021.

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