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CTI optimized work of Neovox contact center

Customers: Neovox, Neovoks (before New Contact, Nyyukontakt)

Moscow; Consulting, including managerial and personnel

Product: Verint Impact 360 WFM - Verint Workforce Management

Project date: 2019/07  - 2020/09

2020: Implementation of Verint Enterprise Workforce Management

On February 13, 2020 the CTI company announced implementation of Verint Enterprise Workforce Management (WFM) in New Contact company (after rebranding – NEOVOX Contact Center), large outsourcing contact centers of Russia.

The timely and exact forecast of the forthcoming loading, convenience of planning of working shifts and trainings of operators was necessary for New Contact company. Effective work with personnel, providing the comfortable and motivating working environment is key in activity of outsourcing contact centers and leads to increase in their profitability. One more important task was control of observance by operators of the diagrams. Experts of CTI suggested to use the solution for human resource management from Verint company,
comments Mikhail Minyaylov, the head "The Business Focused Solutions" of CTI system integrator

This optimization is one of the largest in Russia. Implementation allowed the customer to fulfill obligations to the clients, showing the high level of service, at the same time saving and increasing loyalty of own employees.

Within the project implementation of the single automated solution on management of work of personnel for optimal drawing up the staff list according to workload was carried out.