Infolayn Ltd (Project of upgrade and integration of call center of the enterprise)

The project of upgrade and integration of call center in geographically distributed telecommunication company "Infolayn". The project is executed based on the solution IP call center of Naumen Phone by specialists of NAUMEN company.

Project Objective

Infolayn Ltd, one of the largest telecom operators providing to the clients high-quality telephone services, cable television, broadband and Internet dialup access in the territory of Moscow and Moscow area. The planned expansion of the customer base of the company and, as a result, increase in number of appeals to the company required application of modern means of processing of the calls allowing to increase performance of work of operators, to minimize quantity of the lost calls and to reduce answering interval for the client. For the solution of these tasks the company management made the decision on upgrade of call center and selected for project implementation the solution IP call center of Naumen Phone and its developer, the Russian company NAUMEN.

Project Progress

Project implementation took place in several stages. Originally the staff of NAUMEN set in Naumen Phone company in a basic configuration, and then, after successful testing, without interrupting operation of a system, transferred it from a test server to industrial and carried out completion of a product according to requirements of the customer.

Project Results

As a result of implementation of Naumen Phone call center of the company it was expanded to 40 operator places. Now the calls coming to the company are automatically distributed in queue taking into account load of operators. The IVR server provided a possibility of automatic service of a part of calls and also a soundtrack of calls for the subscribers who are in queue. Depending on call type, calls are distributed in a support service where operators register the client's request, or in sales department where the client can get advice on the questions interesting him.

The additional digital gateway AudioCodes Mediant 2000 2E1 used during the project and the additional software on a standby server allows call center to service at the same time up to 120 telephone conversations, to 50 of which are in waiting queues. The additional server allowed to organize the system of "hot sparing" ensuring smooth operation of call center in case of failure of one of system components in the company.

Implementation of Naumen Phone provided a possibility of collecting and the analysis of statistics on addresses that allows company executives to estimate work of operators.

After start of a system specialists of Infolayn conducted territorial redistribution of call center independently. Product capabilities of Naumen Phone which is completely constructed on IP technologies allowed Infolayn to transfer operator places of call center to the Moscow office while servers and gateways remained on the technical platform in Moscow area.

Perspectives of development of the project

Infolayn considers ways of development of the project: implementation in the company of the Naumen CRM and Naumen Service Desk systems, their integration into the platform of call center.