The technological solution expands possibilities of UNIPARX Service in a pursuit of service quality growth

The FLASH connect company completed implementing solution of contact center of Infinity Call Center in UNIPARX Service.

Start

In 2012, according to Mikhail Goncharov, the deputy commercial director of UNIPARX Service, the management of the organization realized need of transition to a new automated system of work with clients and began to look for possible candidate solutions. First of all it was necessary to solve several key problems: increase the processing speed of calls and entering of data on an event into an information system, to lower time for finding of the personal manager of the client and to create uniform point of entry with clear and evident statistics for the analysis.

According to the results of the carried-out analysis the prime vendor selects the Moscow company FLASH connect, and a reference platform – Call center of Infinity.

Project

The project startup is decided to be combined with relocation of UNIPARX Service to new office where there was a possibility of use of the channel of data exchange E1. Installation of a basic system took two days. Further works on integration of Infinity with the existing system took more time and were carried out jointly by specialists of FLASH connect and UNIPARX Service. As customer representatives note, employees very quickly estimated simplicity and convenience of work of the integrated workplace of the CRM+Call-center. Besides, use of headsets instead of classical phones, allowed to release hands that accelerated introduction of information.

Elena Nesterova, the head of UNIPARX Service customer service center noted that according to the results of two months of work it was succeeded to collect statistics for acceptance of a number of important solutions. For example, less productive advertizing platforms from which failure considerably increased return from investments made in promotion of projects were defined. It selected several key features which the company as a result of implementation had:

• Automatic detection of the project on which the client, at the expense of the analysis of the dialed number addresses.
• Identification of the existing client at a call and information display about the previous addresses
• Possibility of automatic translation of a call on the fixed specialist.

All this, according to Nesterova, allowed to save precious minutes and considerably increased convenience of work with UNIPARX Service to clients.