Dispatching service St. Petersburg taxi 068 (Project of upgrade of call center of dispatching taxi service)

The project of upgrade of call center of dispatching service "St. Petersburg Taxi 068", one of market leaders of taxi services in St. Petersburg. The project was implemented by joint forces of NAUMEN and RadioTel companies, the main works were performed in 3.5 months.

The executed project allowed dispatching service to increase reliability of work of the call center, to provide a possibility of expansion of its power and to increase performance of operation of managers.

Project Objective

Dispatching service "St. Petersburg Taxi 068", working at a contractual basis with the licensed owners of machines of the taxi, "the St. Petersburg Taxi 068" does the main rate on customer service quality.

Speed and transmission quality of information – one of the main competitive advantages of "the St. Petersburg Taxi 068". By means of a radio communication the manager of service quickly finds the free machine in the necessary area and sends it by request, confirming to the client arrival time and a machine number. Automation of process of acceptance and order processing allows to service more than 1.2 thousand orders daily.

The necessity of upgrade of call center was caused by complexity of support and expansion of the hardware and software system which is earlier used for telephone communication. Acceptance of incoming calls, the organization of outgoing customer relation and machines of the taxi were implemented based on the isolated solutions of different producers. Besides the complexity of the platform of call center created difficulties in operation of managers who had to work with three different communication devices – a workplace of call center with the headset, hardware phone and radio station for communication with drivers.

Choice of software

After market research of solutions for creation of call centers the specialists of RadioTel company supervising the project selected flexible, easily scalable solution of IP call center of Naumen Phone 3.2. By consideration of this offer specialists of the company had an opportunity to communicate to development team of Naumen Phone and to get acquainted with opportunities of this solution at a seminar.

Within the signed contract the RadioTel company purchased licenses for a basic set of software of Naumen Phone 3.2, the module NauGK (gatekeeper), the module of record of telephone conversations and workplace licenses of call center operators.

Project Progress

The project was implemented by joint forces of NAUMEN and RadioTel companies, the main works were performed in 3.5 months. Thanks to professionalism of a project team replacement of the equipment and start were carried out to trial operation without termination of work of call center.

Also under the terms of the contract specialists of NAUMEN executed custom completion of software according to technical specifications and spent a full stroke of works on installation and setup of the solution.

Project Results

Transfer of call center on a new software platform gave to the company several advantages. The unified workplace of the manager created based on the program Naumen SoftPhone phone allows managers to process incoming calls and to make outgoing calls in a trunking and normal telephone network, using only computer "hot keys".

During the project closer integration of telephony with the system of orders was provided. At receipt of an incoming call from the client on the screen the manager has a customer order card, besides preliminary routing of a call to the manager servicing the order is used.

The single platform of call center simplified support and maintenance of the equipment and software. There was an opportunity to scale the power of call center together with growth of quantity of calls: today the dispatching service processes about 4 thousand calls a day. On a case of emergency situations "cold" reservation for the equipment of call center was also provided.