The Moscow House of veterans of wars and Armed Forces implements technologies of contact center

The Infratel company in November, 2011 began the project of integration of Business Process Management Suite of ELMA and the IP telephony the sall-center of the Moscow House of Veterans of Wars and Armed forces.

Project Tasks

• speed of reaction at recognition of an incoming call: automatic detection of the personality Abonenta by number transferred from the Infratel system, loading of information card;
• maintaining history of relationship with the Partner, its storage and possibility of replenishment at each new Relationship with the Subscriber;
• support of logic of routing of a call, processing of a possibility of an outgoing call from the Subscriber's card;
• duplication of events and Calls to the Calendar of the Employee.

Result

Integration of two software products into the unified information system allowed to expand functionality. The internal CRM ELMA allowing a message information on the Partner by cards became base for work with Subscribers.