Veziri has a long-standing and strong partnership with TBC Bank. As early as 2015, Veziri implemented new call center software for TBC and integrated it with SIEBEL CRM. As you know, TBC has over 550 agents with a voice recording system. The brand used for the project is Alcatel-Lucent, and the product is OTCS – Open Touch Customer Service.
In 2019, Veziri integrated the call center and debtor management system at TBC. As a result, the call center system automatically receives a list of thousands and performs outbound predictive dialing in automatic mode. Notably, the system also uses artificial intelligence to differentiate between human and system call responses (e.g., mobile phone is off, will not be redirected to an agent) and connects the call to an agent only if a real person answers. As a result, agent efficiency increased, and the time agents spent searching for and dialing numbers in the database was reduced to zero. The brand used for the project is Alcatel-Lucent, and the product is OTCS – Open Touch Customer Service.