MATRIKS telecom LLC (Project of upgrade of call center of the telecom operator)

Project of transition of call center of Matriks Telecom to the industry software solution Naumen Phone Outsourcing. Two principal components — IP call center of Naumen Phone and a service provision management system of Naumen CRM Call-Center Edition are a part of this product.

Project Objective

The call center takes the important place in service of subscribers of Matriks Telecom. The employees of a support service working in call center render the round-the-clock technical assistance to subscribers of the company. To users of mobile communication in call center help to connect new services, to configure the mobile phone, to block the lost SIM cards, etc. The clients using telephone cards of Matriks Telecom can also expect the operational help at commission of calls using cards.

Project tasks included decrease in average time of service of the subscriber in call center. Long waiting on the line while the employee of support is engaged with collection of information about a problem in several information systems, had negative effect on overall assessment of the service level by subscribers. The integrated solution allowing during the communication session with the subscriber was required to provide to the call center operator on one screen all necessary information from a billing system and other applications.

Detailed statistics of addresses of subscribers to a support service was also necessary for specialists of Matriks Telecom for development of programs of loyalty and marketing plans. For the solution of this task the technical platform of call center had to provide data storage on processing of calls and events in service of subscribers and also to provide means of the analysis of these data.

Project Progress

During the course of performance the project in call center of Matriks Telecom the solution Naumen Phone Outsourcing was deployed. Two principal components – IP call center of Naumen Phone and a service provision management system of Naumen CRM Call-Center Edition are a part of the solution.

Within the preparatory activities specialists of NAUMEN company, the supplier of the solution, performed works on setup of routing of the entering and outgoing calls via the voice gateway Cisco 5300, works on setup more than 20 jobs of operators and supervisors, modules of a call recording and automatic call-down. Besides, the staff of Matriks Telecom by own forces prepared scenarios of call service for the IVR server and performed the Naumen CRM CCE tuning.

In addition specialists of NAUMEN for the project implemented the data exchange mechanism between Naumen CRM CCE and a billing system of Matriks Telecom. Integration allowed to provide when processing an incoming call to the call center operator customer information from a billingy system in the automatic mode. If necessary the operator can also receive the information about the client using search in personal data of the client.

Project Results

After start in operation of the new platform the call center of Matriks Telecom daily processes more than 3000 entering and 800 outgoing calls. By estimates of specialists of the company, project implementation already allowed to reduce the average time of waiting of the subscriber who addressed to call center. Processing of calls and control of this process of steel by more comfortable for call center agents. The company applies outgoing call-downs with questioning to monitoring of loyalty of subscribers, all data on call-downs are entered in the database for the subsequent analysis. According to Evgeny Parkhomenko, the project manager from Matriks Telecom, with transition to the new platform it was succeeded to achieve transparency of work both all call center, and each of services separately.

Perspectives of development of the project

In the long term Matriks Telecom considers the possibility of service in the call center of subsidiary companies and the partner companies.