On March 28, 2025, VTB Bank faced a significant operational failure that raised alarms among its users. Reports of malfunctions began to flood in around 16:00 Moscow time, with a staggering 44% of users experiencing issues with the bank's website, 41% with its mobile application, and 10% with their personal accounts. The situation peaked at approximately 16:30, when over 1,700 complaints were logged on Downdetector.su, indicating a widespread disruption.
In a related incident just two days earlier, on March 26, another massive failure affected VTB and several other banks, including OZON Bank, T-Bank, Alfa-bank, and Sber. Users reported being unable to complete transfers or having funds debited without reaching their intended destination. This string of technical difficulties has raised questions about the reliability of VTB's systems and the broader banking infrastructure in Russia.
Despite these challenges, VTB has made strides in enhancing its customer service capabilities through the implementation of a new contact center platform. This solution, fully integrated into VTB's IT landscape, was developed with the assistance of over ten integrators and complies with Information Security standards and Federal Law-230 requirements.
According to Andrey Ushakov, IT leader of PJSC Bank VTB, the departure of Western vendors from the Russian market posed a significant challenge to the bank's contact center operations. "The departure from the Russian market of Western vendors hit the VTB contact center hard. It was critically important for us to switch to a Russian solution in a short time while maintaining all the key metrics of customer service at the same level, without disrupting current technological and business processes. We reviewed 12 Russian products, but Naumen Contact Center was the only one that met our requirements, especially in terms of load potential," Ushakov stated.
With the new platform, the VTB contact center now processes more than 7 million calls each month. The import substitution project has not only maintained but also improved the availability of the incoming line, with the operator's response speed in key divisions ranging from 2 to 5 seconds and an impressive availability level of 95%. Additionally, business call metrics on outgoing projects have seen an increase of 7 to 10 percentage points in operator occupancy.
The successful migration of the VTB contact center to a domestic platform was recognized with the Global CIO 'Project of the Year' award, highlighting it as the best import substitution project in the contact center category for 'Creation and Modernization of Infrastructure.'
Despite the recent technical failures, VTB's efforts to adapt to the evolving market landscape indicate a commitment to improving customer service and operational resilience. The bank's ability to transition to a fully integrated Russian solution amidst the challenges posed by the exit of Western firms illustrates its strategic focus on maintaining service quality.
As VTB navigates these tumultuous waters, the bank's leadership remains focused on addressing the immediate concerns of its customers while also laying the groundwork for future stability. The recent operational failures, while concerning, may serve as a catalyst for further improvements in the bank's technological infrastructure and customer service capabilities.
In conclusion, while the recent failures have put VTB in a challenging position, the bank's proactive measures in enhancing its contact center operations demonstrate a resilience that may ultimately benefit its customers in the long run. As the banking landscape continues to evolve, VTB's ability to adapt and innovate will be critical in ensuring its success and maintaining customer trust.
