Open line (Implementation project of the software solution of IP call center of Naumen Phone)

The implementation project of the software solution Naumen Phone Outsourcing in the Open line is implemented in 2009.

The contact center "Open line" (Yekaterinburg) successfully completed updating of the technical platform providing call processing and business process management of the enterprise. Transition to industry solution of Naumen Phone Outsourcing allowed contact center to reduce operating costs and increased customer service quality. The project was implemented by specialists of NAUMEN company.

Thanks to the new management tools which are available in the solution Naumen Phone Outsourcing, today "The open line" can process the bigger number of orders, without attracting additional resources. It allows contact center to execute small short-term orders along with maintaining large projects. At the same time activity of contact center became more transparent for his clients. Remote access to personal "office" in an information system of contact center where clients can independently listen to audio recordings of a talk is provided to customers, browse different reports on the projects, unload data retrieveds, etc.

Presence at Naumen Phone Outsourcing of the developed means of collecting and the analysis of statistics on all processes of service allows the staff of contact center without the assistance of IT specialists in a foreground mode to create reports in different cuts, obtaining information for quality evaluation of service, level of loading of resources, efficiency and so forth.

"Using our new platform we in the shortest possible time create and we start the new project and at once after its termination we provide to the customer all necessary reporting — Olga Cech, the head of contact center "Open line" tells. — On start of the project the customer provides us necessary data which are quickly loaded into our information system. As a result we managed to reduce costs for preparation of new small projects from 50% to 15% of the overall level of costs for accomplishment of such project. Besides, high reliability of our platform allows us to exclude the idle times caused by failures of the equipment".

Transition to the solution Naumen Phone Outsourcing became a part of the strategic program of development of "The open line". At a stage of the creation, at the beginning of 2008, the contact center contained 10 operator places. As for most the call centers which are in a startup stage at that moment for "The open line" customer acquisition and risk reduction, including risk of investments into the technical platform for customer service were the most important tasks. The choice made for benefit of the product IP call center of Naumen Phone with basic feature set was repaid: less than for half a year the contact center could be fixed in the market and began to increase the customer base. Today the power of contact center contains more than 25 jobs.