Intelcom-Connect started new outsourcing call center on the Naumen Phone Outsourcing platform

The project on creation of outsourcing call center by the telecommunication INTELCOM-CONNECT group is complete (Moscow). The new call center in the Moscow region is constructed based on the Russian software solution Naumen Phone Outsourcing ensuring smooth operation of call center in mode 24x7. The project is executed by specialists of INTELCOM-CONNECT at consulting support of developer of a product – NAUMEN company.

The outsourcing call center is new activity of KONNEKT LLC – the operator of intercity and international telephone communication, the supplier integrated telecommunication and Internet services, entering into the telecommunication INTELCOM-CONNECT group. The launch pad of call center is expected 250 operator places and will extend in process of development of the project.

"The new sall-center "KONNEKT" special as is an integral part of telecommunication group. We will provide all benefits of the complete solution of call management, advanced technologies of communication, experienced personnel, quality, a variety and reliability of the provided services and solutions for our clients", – Lysenko Svetlana, the CEO of KONNEKT LLC says.

"Creating outsourcing call center in Zarechye, we selected the software product which is the leader in the industry. For half a year of operation the product NAUMEN serving as the technical platform of call center met our expectations, having shown high reliability and flexibility, – Svetlana Hasyanova, the head of call center of "KONNEKT" noted. – The developed functionality of the solution Naumen Phone Outsourcing allows to provide to our clients full range of services, including telemarketing, telephone questioning, SMS mailing, updating of the database and so on".

Using the Naumen Phone Outsourcing tools call center operators at the same time service several client projects. The possibility of quality control of work of call center agents is provided in a system. Besides, functionality of the solution allows to manage production processes of call center effectively.

During a preparatory stage of the project specialists of the telecommunication INTELCOM-CONNECT group and NAUMEN company performed works on setup of the software solution: routings of the entering and outgoing calls, jobs of operators and supervisors, means of a call recording and automatic call-down.

Staff of INTELCOM-CONNECT independently implemented the data exchange mechanism between the solution NAUMEN and a billing system of KONNEKT company. Integration allows to provide when processing an incoming call to the call center operator customer information from a billing system in the automatic mode. If necessary the operator can also receive the information about the client using the function of search which is built in the interface of a workplace.

In parallel with an implementation project of outsourcing call center on the basis of the product NAUMEN also internal installation of telephones to the company was executed. Preparatory work on transition to the solution NAUMEN of three platforms of the Moscow office and also regional office in Yekaterinburg is at the moment conducted.