Telerice (IP call center of Naumen Phone)

The implementation project of a service management system of clients in Teleris company was begun in August, 2004.

Implementation purposes

Teleris in competitive struggle is main advantage the procedure of an execution of the policy of the CMTPL, fast and convenient for the client, that requires trouble-free operation of the equipment in the sales points and operational problem solving arising at execution of the policy. These problems are solved by the support service (HelpDesk) operating in the company.

Aiming to increase productivities of service HelpDesk and to provide support process controls, the management Teleris made the decision to create own call center and to automate work of a support service. For the solution of these tasks software products of NAUMEN company – Naumen Phone and Naumen Service Desk were selected.

Project Progress

At the first stage of the project the corporate call center for processing of the calls which are daily coming to a support service was organized. The call center working based on the solution Naumen Phone services the calls arriving from Moscow and St. Petersburg on different communication channels – via the Internet, through analog telephone lines and also via the GSM gateway with mobile operator of communication.

At the second stage of the project which began in October, 2004 system implementation of process control of service of Naumen Service Desk was carried out to the companies.

Project Results

Application of call center allowed the company to organize processing of a large number of calls, to create queues of calls, to apply voice menus (IVR) and readdressing depending on time of day. Besides, operators of service HelpDesk received in the order the convenient instrument of work with calls – the program Naumen SoftPhone phone. Its use considerably increases performance of work of operators: the employee can process at the same time several calls, use conference communication and other functions.

System implementation of Naumen Service Desk allowed to automate such processes as:

• registration of addresses to a support service;

• solution of standard problems with the help of telephone consultations;

• accounting of faults of the equipment;

• management of dresses on planned and emergency departures in sales points.

Integration of the Naumen Service Desk system with the operating call center allowed employees of support quickly and to competently solve the standard problems arising in sales points.

At receipt of a call to a support service the operator in a window of program phone has a registration form with information on a sales point from which the call arrived. After registration of a call the operator using the special questionnaire (troubleshooter) tries to reveal a key part of the problem and to make ready recommendations about its elimination without the address to the specialist. If the issue does not manage to be resolved, the call together with the acquired information is transferred to the profile specialist.

Project perspectives

Based on the Naumen Inventory system it is going to automate the management of the park of the equipment installed in outlets sent to repair, which is in a warehouse and so forth.