Network Technologies (Samara) (Infinity Call Center)

The Network Technologies company works since 2006 at the market of Network Integration and power supply systems. In 2011 in the organization the solution Call Infinity Center and a line of the offered products was implemented extended thanks to the conclusion of the partnership agreement. The Engineer of IT of department of Network Technologies company, Alexander Sabirov shares the opinion on system operation:

"Why Call the Center is necessary? How to make a voice greeting of our company? Whether it will be possible to make so that the arriving call got on the internal subscriber by certain criteria? Whether there is a possibility of the organization of readdressing in time off on certain mobile numbers? How Call does the Center help us with work with our clients? These questions and concerns are clear as telephone communication at office of any company is one of the most important instruments of communication with the client and any violation or misoperation can lead it to negative effects. Here and I thought of it when there was an idea of implementation in our work of Call of the Infinity Center from the Moscow company "Weathervane Sale".

Long-term practice of my work in the field of computer-integrated telephony and the organization of contact centers helped me to deal with basic functions and parameters of settings quickly. Training of managers who were contractors of a role of operators in CC is possible. The program has the friendly interface and one demonstration of work appeared enough. Especially also the fact that transition from traditional telephony was smooth helped, in Infinity there is very useful and good function of consolidation of attendant workstation with the telephone set of the existing automatic telephone exchange.

Day of start in operation passed not absolutely smoothly as I forgot to direct calls from test to the right voice menu. As a result, without knowing what to do, Infinity sent it to the standard main menu, but this error was quickly found and eliminated. The first surprising of our clients was by the fact that at receipt of a call on their personal manager, that welcomed them by name at once. It was the instrument of integration into databases. Infinity obtains information from the basis for the company on the one which of employees is a manager calling, defines who also many other things call. Having obtained this information, it routes a call and displays the manager all information on the partner, it helped to reduce time and increased service quality of an incoming call: the client does not wait until the secretary connects him to the necessary person.

Attendant workstation - unique collection of different tools: here both the magazine of calls, and the player of records of the talk, and the unique dynamic DSS console, and a convenient visual panel management of calls - all this only for the aid to the manager in work. After some operating time with Infinity complete integration of attendant workstation in the product 1C Enterprise became our next step, it allowed to work that is called "in one window" and also on one click to call directly from corporate base, to have the connected events and statistical data on contacts with clients, attaching the written negotiations.

With transition from an analog to IP technologies jobs of employees stopped being attached physically. The employees who are in a business trip, also as well as the employees who temporarily incapacitated on an etiology have an opportunity to use complete functionality of telephone communication of office far off and to stay in touch everywhere and always - it considerably cut down expenses of the company.

The multifunction instrument of control was received by heads of sales departments and directors of the company. The workplace of the supervisor is equipped a large number of useful statistic and analytical reports. Tools of monitoring of work of operators allow to train new employees in work with clients in short terms, indicating their errors at communication with clients. Quite often earlier subordinated had to hear questions from the head of sales department: "Did you call? Did you remind? Did you ring round telephone base for the purpose of analytics?". With Infinity implementation all became much simpler! On an event or a reminder in 1C the task for phone call at some point and even if the manager forgot to call and specify any information after sending the commercial offer or the account for services is automatically created, Infinity together with 1C itself will take the client and will connect it to the manager, previously having reminded what he had to talk about. Concerning mass calls for the purpose of analytical reports: managers in general "forgot" about them, the head or the top manager creates the outgoing company with loading of a certain selection of numbers of partners and call-down happens gradually during the day, on the termination it is necessary only to unload the report. It saved to each manager approximately on one working hour as earlier this time left on dialing, waiting of the answer and record of results.

Undoubtedly, all this set of functionality and an opportunity would not be earlier available when at office of the company stood pass automatic telephone exchange of Panasonic TDA-30. Even tracking of a way of a call by SMDR to logs was a little problematic. I consider that transition to Infinity the right decision and my opinion is shared by the staff of our company.

The mankind does not stand still. Life forces to develop and go forward. Not without reason software developers selected the motto - "Infinity-development energy". We, as well as Infinity, go forward, plans and ideas still a great lot: for example, to use new functionality of synthesis and speech recognition for the purpose of self-service of clients, to create the voice reference book by internal subscribers and many other things. I think, developers still will please us with the interesting Infinity functions. Progress to them!"