{"id":11746,"date":"2021-10-20T15:28:45","date_gmt":"2021-10-20T13:28:45","guid":{"rendered":"https:\/\/datanets.ro\/?page_id=11746"},"modified":"2023-07-21T17:06:02","modified_gmt":"2023-07-21T15:06:02","slug":"contact-center-alpha-bank-case-study","status":"publish","type":"page","link":"https:\/\/datanets.ro\/en\/clients-and-references\/contact-center-alpha-bank-case-study\/","title":{"rendered":"Case study Improving customer satisfaction and efficiency in the Contact Center"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"11746\" class=\"elementor elementor-11746 elementor-11691\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-48ddc5c elementor-section-height-min-height elementor-section-items-bottom elementor-section-content-bottom elementor-section-boxed elementor-section-height-default\" data-id=\"48ddc5c\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1567642\" data-id=\"1567642\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4cdcba2 elementor-widget elementor-widget-heading\" data-id=\"4cdcba2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-xl\">ALPHA BANK ROMANIA IMPROVES CUSTOMER SATISFACTION AND EFFICIENCY IN CONTACT CENTER<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-eafcda1 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"eafcda1\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-922dc4b\" data-id=\"922dc4b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-51cee98 elementor-widget elementor-widget-heading\" data-id=\"51cee98\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>PROJECT REQUIRREMENTS<\/b><\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9265654 elementor-widget elementor-widget-text-editor\" data-id=\"9265654\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p style=\"text-align: justify;\">Alpha Bank is continuously focusing on how to improve the customer experience and increase the quality of interactions. The rapid adaptation to the market context and the acceleration of the digital transformation directly impacted their Customer Support department. Its volume of activity has constantly increased, generated by the customers\u2019 need to receive support for using remote applications. In addition, other factors leading to the increased volume were the organic growth of the clients\u2019 base, the increased use rate of digital services in the context of the pandemic, as well as the launch of new customer services accessible through the Contact Center. In 2020, these factors together led to a 20% increase in the volume of calls that the Customer Support team had to manage.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7f64f6d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7f64f6d\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c8ef0b2\" data-id=\"c8ef0b2\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bd61ea1 elementor-tabs-view-vertical elementor-widget elementor-widget-tabs\" data-id=\"bd61ea1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tabs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-tabs\">\n\t\t\t<div class=\"elementor-tabs-wrapper\" role=\"tablist\" >\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1981\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-1981\" aria-expanded=\"false\">ABOUT ALPHA BANK ROMANIA<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1982\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1982\" aria-expanded=\"false\">FIRST STAGE OF THE PROJECT: THE IMPROVEMENT OF THE TELESALES ACTIVITIES<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1983\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1983\" aria-expanded=\"false\">SECOND STAGE OF THE PROJECT: NEW FEATURES FOR CUSTOMER SUPPORT SERVICE<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1984\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"4\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1984\" aria-expanded=\"false\">PROJECT STAGE II DEVELOPMENT<\/div>\n\t\t\t\t\t\t\t\t\t<div id=\"elementor-tab-title-1985\" class=\"elementor-tab-title elementor-tab-desktop-title\" aria-selected=\"false\" data-tab=\"5\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1985\" aria-expanded=\"false\">BENEFITS OF PLATFORM EXTENSION<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t<div class=\"elementor-tabs-content-wrapper\" role=\"tablist\" aria-orientation=\"vertical\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"true\" data-tab=\"1\" role=\"tab\" tabindex=\"0\" aria-controls=\"elementor-tab-content-1981\" aria-expanded=\"false\">ABOUT ALPHA BANK ROMANIA<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1981\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1981\" tabindex=\"0\" hidden=\"false\"><h3>ABOUT <strong>ALPHA BANK ROMANIA<\/strong><\/h3><p>\u00a0<\/p><p style=\"text-align: justify;\">Active in the local market since 1993, <a href=\"https:\/\/www.alphabank.ro\/\" target=\"_blank\" rel=\"noopener\">ALPHA BANK<\/a> is one of the most innovative and performing banks in Romania. In the two and a half decades of activity, ALPHA BANK ROMANIA has made an important contribution to the development and modernization of the Romanian financial and banking sector through the new services and products launched and the quality standards set in the field of customer interaction.<\/p><p style=\"text-align: justify;\">Continuous improvement of customer interaction is a critical priority for financial and banking institutions. However, in order to increase their efficiency, the Bank&#8217;s Contact \/ Call Center departments need high-performance technologies and solutions, integrated and adapted to the specific requirements of this environment and also the internal rules of each organization. Process automation, error elimination and a few seconds gained on each call ensure more satisfied customers, more transactions completed and, consequently, additional revenue.<\/p><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"2\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1982\" aria-expanded=\"false\">FIRST STAGE OF THE PROJECT: THE IMPROVEMENT OF THE TELESALES ACTIVITIES<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1982\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1982\" tabindex=\"0\" hidden=\"hidden\"><h3>FIRST STAGE OF THE PROJECT: <strong>THE IMPROVEMENT OF THE TELESALES ACTIVITIES<\/strong><\/h3><div class=\"region region-content\"><div id=\"block-system-main\" class=\"block block-system\"><article id=\"node-99\" class=\"node node-page \"><div class=\"content node-page\"><div class=\"row\"><div class=\"custom_body_container container\"><div id=\"block-quicktabs-tab-dci\" class=\"block block-quicktabs\"><div id=\"quicktabs-tab_dci\" class=\"quicktabs-wrapper quicktabs-style-navlist jquery-once-1-processed\"><div id=\"quicktabs-container-tab_dci\" class=\"quicktabs_main quicktabs-style-navlist\"><div id=\"quicktabs-tabpage-tab_dci-1\" class=\"quicktabs-tabpage\"><div id=\"block-block-43\" class=\"block block-block\"><p style=\"text-align: justify;\">The Contact Center department of <a href=\"https:\/\/www.alphabank.ro\/\" target=\"_blank\" rel=\"noopener\"><strong>Alpha Bank<\/strong><\/a> ensures the quality of the interaction with the market, both on \u201cinbound\u201d and \u201coutbound\u201d activities (communications initiated by customers, respectively by the bank). In 2017, <strong>Alpha Bank<\/strong> contracted <strong>Datanet Systems<\/strong> for the development and implementation of <a href=\"https:\/\/datanets.ro\/en\/technologies-and-it-solutions\/collaboration-and-customer-care\/\">an application<\/a> on telemarketing (outbound) campaigns management, interfaced with the bank&#8217;s <a href=\"https:\/\/www.cisco.com\/c\/en\/us\/products\/contact-center\/unified-contact-center-express\/index.html\">Cisco Unified Contact Center Express<\/a> (UCCX) platform.<\/p><p style=\"text-align: justify;\">This application performs comprehensive management of outbound campaigns and end-to-end management of the generated leads, ensuring the parallel execution of the campaigns, processes automation, and advanced reporting. The solution designed by Datanet increased operational efficiency and provided improved decision support, generated new business opportunities, and improved the quality of the customer interactions.<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/article><\/div><\/div><div class=\"region region-content\"><div id=\"block-system-main\" class=\"block block-system\" style=\"text-align: justify;\">\u00a0<\/div><\/div><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"3\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1983\" aria-expanded=\"false\">SECOND STAGE OF THE PROJECT: NEW FEATURES FOR CUSTOMER SUPPORT SERVICE<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1983\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1983\" tabindex=\"0\" hidden=\"hidden\"><h3>SECOND STAGE OF THE PROJECT:<strong>\u00a0NEW FEATURES FOR CUSTOMER SUPPORT SERVICE<\/strong><\/h3><p>After the remarkable results obtained by using the application for telemarketing and telesales activities, in 2020 <strong>Alpha Bank<\/strong> decided to expand the functionalities of this application, in order to improve and expand the customer support activities.<\/p><p><em>\u201eWe needed an improved platform to help us ensure the level of service needed by the growing customers\u2019 demand. At the same time, we aimed to reduce the response time to customer requests, increase the overall call quality and have a higher response rate from the first interaction. In this context, together with our partner Datanet Systems we identified and implemented a modern solution to improve our services, much appreciated by the bank&#8217;s customers\u201d<\/em>, afirm\u0103\u00a0<strong>Eliza Erhan<\/strong>, Head of Contact Center, Alpha Bank Rom\u00e2nia.<\/p><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"4\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1984\" aria-expanded=\"false\">PROJECT STAGE II DEVELOPMENT<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1984\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1984\" tabindex=\"0\" hidden=\"hidden\"><h3><strong>STAGE II PROJECT DEVELOPMENT\u00a0<\/strong><\/h3><p style=\"text-align: justify;\">Following the analysis of the bank&#8217;s business requirements, <strong>Datanet Systems<\/strong> created a new version of its contact center campaign management application that extends the functionalities in the following directions aimed at optimizing inbound traffic:<\/p><ul><li><strong>Communicating to customers the estimated waiting time and activating the call-back option.<\/strong> Through this feature, customers who call the Customer Support department are informed of the estimated time until the call is answered by an operator. Additionally, they can choose to be contacted later, in case the waiting time exceeds a certain level, by simply pressing a key. Thus, the bank is now able to adjust the loading peaks by timing customers who do not have an urgent request. The module automatically checks the availability of agents and directs the deferred request to one of the agents assigned for callback activities. A telephony dialer automatically initiates communication with the customer when the agent becomes available. The system allows the personalization of the activity according to multiple criteria: time intervals, available agents, and workload.<\/li><li><strong>Automation of surveys for customer satisfaction measurement.<\/strong> The platform automatically selects 10% of the customers who called for customer support and call them back for an interactive registration, inviting them to participate in an opinion poll. Customers are called on the same day, and the survey is conducted by automatically playing prerecorded questions and asking for answers from the dial keys. The survey also includes a typical Net Promoter Score assessment of the customer support interactions (measuring the customer&#8217;s intention to positively recommend the provider to someone else). The obtained results allow the evaluation of the agents&#8217; activity from a qualitative point of view and comparative analyzes.<\/li><li><strong>Extensive management reports.<\/strong> For the new functionalities, Datanet has configured a series of management reports on the criteria relevant to Alpha Bank. Thus, the supervisors of the Customer Support department have a clear image of the activity volume, the workload of the agents, the response speed, and the requests resolutions. These reports are easy to share within the team, by defining in the system a set of individual access rights.<\/li><li><strong>Advanced planning features.<\/strong> The platform allows defining the individual and team holidays with a coverage of one year, so that the IVR automatically transmits the corresponding messages to customers. It is an easy-to-use feature and does not involve assistance from the IT department.<\/li><li><strong>Knowledge management InfoPoint.<\/strong> For the internal use of the Customer Support department, a knowledge library has been developed, based on an intranet site. The agents have access to information about products, services, questions, and common situations grouped into different categories relevant for their activity. Thus, the answers to the requests are aligned more quickly with the bank&#8217;s procedures and the contact center agents can easier find out the available solutions for the clients&#8217; problems. This module is managed by a supervisor, for ensuring the compliance with the bank\u2019s internal rules.<\/li><li><strong>Dynamic management of work breaks.<\/strong> For the telework regime, Datanet has added in the platform functionalities that allow automatic and correlated setting of agents\u2019 breaks. The platform allocates the required time, as defined, and displays the status of each agent. Thus, people work as a team, even if they are physically in different locations, and the team&#8217;s performance is better coordinated.<\/li><li><strong>Visual interface optimization for contact center agents.<\/strong> The agent web interface is based on Cisco UCCX software, in which Datanet has integrated multiple useful additional information in the form of Cisco agent desktop graphics (called Cisco Finesse widgets). This way, the Alpha Bank\u2019 agents have direct access to various applications and functionalities in a single web interface that simplifies their activity and contributes to increasing the efficiency of their work.<\/li><\/ul><\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-tab-title elementor-tab-mobile-title\" aria-selected=\"false\" data-tab=\"5\" role=\"tab\" tabindex=\"-1\" aria-controls=\"elementor-tab-content-1985\" aria-expanded=\"false\">BENEFITS OF PLATFORM EXTENSION<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-1985\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-1985\" tabindex=\"0\" hidden=\"hidden\"><h3><strong>BENEFITS<\/strong> OF THE PLATFORM&#8217;S EXTENSION\u00a0<\/h3><p style=\"text-align: justify;\">Alpha Bank has expanded the features of the <strong>Cisco Unified Contact Center Express platform<\/strong> both to increase the efficiency of the Customer Support team and to improve the quality of customer relations.<\/p><p style=\"text-align: justify;\">Evaluations show that after deploying the new version of the software application, <strong>the Customer Support team constantly answered 80% of calls in the first 30 seconds.<\/strong><\/p><p style=\"text-align: justify;\"><strong>The new features have led to increased operational efficiency,<\/strong> allowing the Customer Support department to manage more teams working remotely, with the same resources for supervision. This is possible because agents have access to information, experiences and good practices through which they find the necessary information themselves and, on the other hand, supervisors have easy access to the monitoring and alerting tools, which simplifies tracking the activity of each agent.<\/p><p style=\"text-align: justify;\"><strong>Another important result is the increased quality of the offered resolutions<\/strong>. The team analyzes and identifies customer requirements and adjusts the approach according to each interaction. Each customer is unique and has a specific situation, and the platform through the information provided helps each solution offered to reflect this approach. In addition, the ability to quickly question customers and obtain valuable feedback, allows Alpha Bank to constantly adjust the services offered and make the most inspired decisions to increase the quality of interactions.<\/p><\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d7d7370 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d7d7370\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-3d80f9e\" data-id=\"3d80f9e\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-402ac79 elementor-vertical-align-top elementor-widget elementor-widget-image-box\" data-id=\"402ac79\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><div class=\"elementor-image-box-content\"><p class=\"elementor-image-box-description\"><p><i>\u201cWe needed an improved platform to help us ensure the level of service needed by the growing customers\u2019 demand. At the same time, we aimed to reduce the response time to customer requests, increase the overall call quality and have a higher response rate from the first interaction. In this context, together with our partner Datanet Systems we identified and implemented a modern solution to improve our services, much appreciated by the bank's customers.\"<\/p><p><i>\u201cWe aim to standardize the approach and provide similar answers to similar problems, so that the interaction experience with the bank is unitary. For this, we needed a transparent sharing of information, experiences and solutions offered, in order to establish and generalize the good practices in the organization. Creating a knowledge library was the best solution, being a real support for agents.\u201d<\/p><p><i>\u201cThe surveys for customer satisfaction measurement are a valuable source of feedback for the department. We thus manage to have a benchmark for improving the quality of the current activity, but also for the development of long-term services. We can easily identify low-rated calls and make a much more realistic assessment of the business.\u201d<\/p><p><b>Eliza Erhan<\/b>, Head of Contact Center, ALPHA BANK ROM\u00c2NIA<\/i><\/p><\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-951d33f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"951d33f\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5402864\" data-id=\"5402864\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-fc236a3 elementor-vertical-align-top elementor-widget elementor-widget-image-box\" data-id=\"fc236a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><div class=\"elementor-image-box-content\"><p class=\"elementor-image-box-description\"><p><i>\u201cThe collaboration with Alpha Bank Romania was, from the very beginning, very pleasant thanks to the positive energy, the flexibility in approach, and the compatibility between the expressed proposals and our professional experience. This collaboration resulted in a product with an adaptable structure, which allows adding or adjusting its features with ease, an aspect that is quickly noted, as the Alpha Bank\u2019s Contact Center\u2019s activity is constantly evolving. The Alpha Bank team is an open-minded partner, with whom we have developed a professional relationship based on trust and fairness\u201d<\/p><p><b>\u0218tefan Ionescu<\/b>, Team Leader - Unifed Communications, DATANET SYSTEMS<\/i><\/p><\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fff80fa elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fff80fa\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-49917f0\" data-id=\"49917f0\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f571d88 elementor-vertical-align-top elementor-widget elementor-widget-image-box\" data-id=\"f571d88\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><div class=\"elementor-image-box-content\"><p class=\"elementor-image-box-description\"><p><i>\u201c<b> The Cisco platform\u2019s improvement executed by Datanet Systems helps us a lot in achieving our quality objectives<\/b>. Our goal is to answer 80% of calls in the first 30 seconds and we have consistently reached this level after adding the new features. There are several aspects that converge in this direction, but obviously the team and the technology used matter the most.\u201c<\/p><p><b>Eliza Erhan<\/b>, Head of Contact Center, ALPHA BANK ROM\u00c2NIA<\/i><\/p><\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-204ae5e elementor-section-full_width elementor-section-height-default elementor-section-height-default\" data-id=\"204ae5e\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-57b49ec\" data-id=\"57b49ec\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f333890 elementor-widget elementor-widget-heading\" data-id=\"f333890\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>KEY<\/b> BENEFITS<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-3030492 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3030492\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-993a7f5\" data-id=\"993a7f5\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4c08ced elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"4c08ced\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-check-circle\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h5 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tINCREASING OPERATIONAl EFFICIENCY\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h5>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-9ec0829\" data-id=\"9ec0829\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-eb19ec7 elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"eb19ec7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-check-circle\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h5 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tINCREASED QUALITY OF THE OFFERED RESOLUTIONS\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h5>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-9e29b5d\" data-id=\"9e29b5d\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9286fbc elementor-view-default elementor-position-block-start elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"9286fbc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<i aria-hidden=\"true\" class=\"far fa-check-circle\"><\/i>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h5 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tIMPROVED QUALITY OF CUSTOMER INTERACTIONS\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h5>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-37be755 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"37be755\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-71f104e\" data-id=\"71f104e\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1a9428b elementor-widget elementor-widget-heading\" data-id=\"1a9428b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\"><b>OTHER<\/b> CASE STUDIES<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-d71c8d9 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d71c8d9\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-inner-column elementor-element elementor-element-2e44df7\" data-id=\"2e44df7\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a1fadcd elementor-widget elementor-widget-image\" data-id=\"a1fadcd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/datanets.ro\/en\/clients-and-references\/air-traffic-control-case-study\/\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Romatsa.jpg\" class=\"attachment-full size-full wp-image-5231\" alt=\"\" srcset=\"https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Romatsa.jpg 400w, https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Romatsa-150x150.jpg 150w, https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Romatsa-300x300.jpg 300w\" sizes=\"(max-width: 400px) 100vw, 400px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f21c244 elementor-widget elementor-widget-text-editor\" data-id=\"f21c244\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"https:\/\/datanets.ro\/en\/clients-and-references\/air-traffic-control-case-study\/\"><span style=\"font-size: 18px;\"><strong>ROMATSA<\/strong><\/span><\/a><\/span><\/p>\n<p><a href=\"https:\/\/datanets.ro\/en\/clients-and-references\/air-traffic-control-case-study\/\"><span style=\"color: #ffffff;\"><b>Integrated communication system for air traffic control<\/b><\/span><\/a><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-inner-column elementor-element elementor-element-0b3db56\" data-id=\"0b3db56\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-42b65a3 elementor-widget elementor-widget-image\" data-id=\"42b65a3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/datanets.ro\/en\/clients-and-references\/sdn-cisco-aci-case-study\/\">\n\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/datanets.ro\/wp-content\/uploads\/2019\/09\/data-center.jpg\" title=\"\" alt=\"\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-448072f elementor-widget elementor-widget-text-editor\" data-id=\"448072f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/datanets.ro\/en\/clients-and-references\/sdn-cisco-aci-case-study\/\"><span style=\"font-size: 18px; color: #ffffff;\"><strong>RAIFFEISEN BANK<\/strong><\/span><\/a><\/p>\n<p><a href=\"https:\/\/datanets.ro\/en\/clients-and-references\/sdn-cisco-aci-case-study\/\"><span style=\"color: #ffffff;\"><strong>Increased efficiency with data center SND<\/strong><\/span><\/a><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-inner-column elementor-element elementor-element-0b02ae5\" data-id=\"0b02ae5\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c1a313d elementor-widget elementor-widget-image\" data-id=\"c1a313d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/datanets.ro\/en\/clients-and-references\/telemedicine-case-study\/\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Vodafone-Romania-telemedicina.jpg\" class=\"attachment-full size-full wp-image-5235\" alt=\"\" srcset=\"https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Vodafone-Romania-telemedicina.jpg 400w, https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Vodafone-Romania-telemedicina-150x150.jpg 150w, https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Vodafone-Romania-telemedicina-300x300.jpg 300w\" sizes=\"(max-width: 400px) 100vw, 400px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-56163a9 elementor-widget elementor-widget-text-editor\" data-id=\"56163a9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/datanets.ro\/en\/clients-and-references\/telemedicine-case-study\/\"><span style=\"color: #ffffff;\"><span style=\"font-size: 18px;\"><strong>VODAFONE ROMANIA<\/strong><\/span><\/span><\/a><\/p>\n<p><span style=\"color: #ffffff;\"><a style=\"color: #ffffff;\" href=\"https:\/\/datanets.ro\/en\/clients-and-references\/telemedicine-case-study\/\"><strong>Unique telemedicine solution developed by Datanet Systems and Vodafone Romania<\/strong><\/a><\/span><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-25 elementor-inner-column elementor-element elementor-element-e64c808\" data-id=\"e64c808\" data-element_type=\"column\" data-e-type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-35fd302 elementor-widget elementor-widget-image\" data-id=\"35fd302\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/datanets.ro\/en\/clients-and-references\/mega-image-case-study\/\">\n\t\t\t\t\t\t\t<img decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Mega-Image.jpg\" class=\"attachment-full size-full wp-image-5227\" alt=\"\" srcset=\"https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Mega-Image.jpg 400w, https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Mega-Image-150x150.jpg 150w, https:\/\/datanets.ro\/wp-content\/uploads\/2019\/05\/Datanet-Systems_Clienti-si-referinte_Mega-Image-300x300.jpg 300w\" sizes=\"(max-width: 400px) 100vw, 400px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ee0c539 elementor-widget elementor-widget-text-editor\" data-id=\"ee0c539\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><a href=\"https:\/\/datanets.ro\/en\/clients-and-references\/mega-image-case-study\/\"><span style=\"color: #ffffff;\"><span style=\"font-size: 18px;\"><strong>MEGA IMAGE<\/strong><\/span><\/span><\/a><\/p>\n<p><a style=\"color: #ffffff;\" href=\"https:\/\/datanets.ro\/en\/clients-and-references\/mega-image-case-study\/\"><strong>Data center relocation<\/strong><\/a><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-9cf4382 elementor-widget elementor-widget-spacer\" data-id=\"9cf4382\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>ALPHA BANK ROMANIA IMPROVES CUSTOMER SATISFACTION AND EFFICIENCY IN CONTACT CENTER PROJECT REQUIRREMENTS Alpha Bank is continuously focusing on how to improve the customer experience and increase the quality of interactions. The rapid adaptation to the market context and the acceleration of the digital transformation directly impacted their Customer Support department. Its volume of activity &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/datanets.ro\/en\/clients-and-references\/contact-center-alpha-bank-case-study\/\"> <span class=\"screen-reader-text\">Case study Improving customer satisfaction and efficiency in the Contact Center<\/span> Read More &raquo;<\/a><\/p>\n","protected":false},"author":10,"featured_media":11758,"parent":7485,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_lmt_disableupdate":"no","_lmt_disable":"","footnotes":""},"class_list":["post-11746","page","type-page","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Case study Improving customer satisfaction and efficiency in the Contact Center &#8211; Datanet Systems<\/title>\n<meta name=\"description\" content=\"Project developed by Datanet Systems for Alpha Bank in order to improve customer satisfaction and efficiency in the Contact Center.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/datanets.ro\/en\/clients-and-references\/contact-center-alpha-bank-case-study\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Case study Improving customer satisfaction and efficiency in the Contact Center &#8211; 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