BELTEL upgraded contact center of PIK Group

The BELTEL system integrator announced in May, 2012 upgrade of contact center of PIK group, one of the leading developers in the field of the residential real estate.

TsOV is constructed based on the solutions Altitude uCI and expected 173 operator places.

For the purpose of an exit of the company to qualitatively new service level of addresses the management of PIK made the decision on upgrade of call center and its integration with Microsoft Dynamics CRM system.

As the solution capable to provide required functionality and to give perspectives to further development, the Altitude uCI system was selected. The integrator of this solution selected BELTEL company, the exclusive partner of Altitude Software in Russia having extensive work experience in area of contact centers.

Were a part of TsOV:

• Program Altitude vBox;
• Assisted Server - "core" of TsOV Altitude, services queues of calls, traces a status of agents and distributes calls between agents;
• Database Server is the database server of TsOV Altitude and the system of creation of the expanded reporting Altitude Reporting Framework;
• Integration Server is the server of the client web application of CC uAgentWeb, the system of voice service of IVR, the server of licenses, the integration server with MS CRM, the server of the additional reporting Reporting Framework.

The created TsOV is expected 173 operator places which are separated into 2 categories: Front Office operators (operators of the 1st line of communication with the client) and Back Office (operators of 2nd Line, managers of departments). The following logic of work of TsOV was implemented: incoming calls are included in the IVR system which loses a greeting, makes routing of calls on agents depending on the preset calendar days, days of the week, time of day, the selected office got by AON or dialed landline number.

Also in the IVR system there is a possibility of input of an additional (internal) employee number. At receipt of an incoming call to the agent of FrontOffice there is a search of contact in the Microsoft CRM Data Base according to AON then in the interface of the agency UAgentWindows application MS CRM call card opens. Agents of Front Office have a possibility of call transfer on Back Office operator with preserving of all data entered in a card.

In TsOV the possibility of holding campaigns of automatic outgoing call-down in the Progressive/Power modes is also implemented. Besides, agents of BackOffice can initiate outgoing calls from a card of a call or the client's card.

Use of TsOV for processing of customer appeals from a web chat, e-mail, requests for the consultant's call from the website of the company is potentially possible.

All stages of the project, since audit of business processes of the customer, development of functional design of a new solution were executed by specialists of BELTEL. Now specialists of integrator perform service support of the implemented solution.

Softline executed jointly with specialists became an important stage of the project to integration of TsOV with the CRM system of the customer of Microsoft CRM. This integration was successfully implemented using regular functionality of Altitude uCI and customized using functionality of the programming language which is built in TsOV Altitude uCI. It allowed to carry out close integration between two systems and to receive a unified working environment for effective business.

Now in PIK Group the modern full-function call center which is completely meeting all requirements of business works. Business process automation and remedial action of the previous CC allowed to reduce time spent by operators for call service to increase efficiency and customer service quality. All this considerably improved results of a company performance.

"The Altitude uCI system is the solution of the next generation developed together with leaders of the industry. It allows to increase significantly results of work of contact center and company in general. It is sure that implementation of this project will help the PIK group to achieve new impressive results", - Laurent Detournay, General Manager Benelux and Central Europe at Altitude Software says.