Client

OTP Bank

Summary

The upgrade of OTB Bank Call Center / OTP Bank contact center modernization project

Outcome

40% of requests in web-based chats are automated, no operator intervention is needed

— 400 operator work stations
— 4.5 million serviced clients’ requests in Russia

Company profile

OTP Bank is a part of the International Financial Group (OTP Group) - one of the leaders amongst financial service providers of the Central and Eastern Europe. As of February 2019, OTP Bank ranks 43rd in Russia by the size of the loan portfolio and 48th in terms of capital employed/net assets (as reported by the Bank of Russia). With a total number of clients equal to 4.6 million, the number of its active clients using POS loans is 2.1 million. As to total quantities of a loan portfolio in this sector, OTP Bank is the second bank in Russia.