Ескай.ру upgrades work of contact center as implementation of the profile solution

The online store of children's goods ESKY.ru implements the solution of call center Infinity with the assistance of Weathervane Sale, the developer company of the solution reported on October 2, 2012.

Background

In 2012 in connection with expansion of the company, office mini-automatic telephone exchange of Panasonic ceased to cope with assigned tasks. The decision on implementation of full-function call center is made. Analyzing the solutions presented at the market, a choice was made for benefit of the Infinity system from Weathervane Sale company.

Solution

Implementation consisted of several stages. At the first stage test implementation of a hardware and software system that specialists of ESKY.ru could carry out independently an inspection of a system is carried out. After that extra works, among them setup of the voice menu, and switching of telephony of call center and several customer relations departments on the Infinity platform are carried out.

"In Infinity we very much like flexible distribution of calls by all operators that provides equal loading and minimum loss of calls. Statistical data (charts, tables) and also a call recording allowed to improve customer service quality. Simplicity of administration of a system became pleasant plus for us, - the employee of IT department Roman Plyushko noted. – After implementation of call center we surely note that customer satisfaction from telephone appeals to our company constantly grows. Thanks to instruments of control which were provided to us by Infinity operators became more polite and friendly in communication. I already will also not remember a case when we received the complaint of clients to rough and sharp communication from operators last time".

Now 30 jobs of operators are connected to Infinity integrated with the IP PBX UX AGATE.