Ivox Contact Center (The project of creation of outsourcing call center based on IP call center of Naumen Phone)

The project of creation of outsourcing call center Ivox based on the Russian progrmmny product IP call center of Naumen Phone. The project is implemented by NAUMEN company in 2005.

Project Results

According to the results of the competition held by the editorial office of online edition Callcentreworld among call centers of Russia and the CIS countries, the contact center of IVOX Contact Center was recognized by the innovation project of 2005.

Functionality of IP call center of Naumen Phone allows to render full range of services to corporate clients. Using tools of the software solution, call center agents quickly process the entering and outgoing calls, hold the telephone presentation of goods and services of the clients, perform electronic mailing of commercial offers, process the requests which arrived through a web resource, etc.

Thanks to function of a call-back it was succeeded to accelerate order fulfillment of clients significantly: a system itself dials to the subscriber from whom phone is borrowed, and involves the operator only when the subscriber appears already on the line.

The convenient web interface of the software solution contains the scenario of a conversation that allows the call center operator to pass quickly from the section to the section and to quickly provide information to the client.

In an information system it is possible to create easily and quickly statistics on any necessary operation parameter: arrival time of a call, the communication duration, quantity of calls for unit of time, the requested information, etc. It gives the chance to contact center to provide statistics with frequency, to the necessary client: once a week, once a day, etc.