The Rainbow Smile company completes creation and implementation of contact center

The Novavoks company announced on October 18, 2012 completion of construction of contact center for Rainbow Smile retail network. The call center is constructed based on the solution "Smartphone Bridge Call center".

Solution

Together with the customer the following logic of work of TsOV is selected: incoming calls get to the system of greetings of IVR which makes routing of calls on agents depending on the status of the operator and his degree of employment. In the IVR system the possibility of input of an additional (internal) employee number is also put. At receipt of an incoming call to the operator there is a search of contact in the database on AON then in the interface of the agency Smartphone Bridge Operator application data on the subscriber are displayed. Agents of call center have a possibility of call transfer both on colleagues from service, and on any employee of the company, having selected the icon corresponding to the user on the monitor screen.

Project Results

The implemented contact center allows the company to distribute flexibly addresses of subscribers between operators, to display the status of all staff of the company, to translate calls. Operators have an opportunity to see the status of employees (it is free, engaged, in a conference) what allows to translate calls correctly. Flexibly configured IVR is capable to lose different advertizing filmlets in waiting time, to provide to the subscriber information on waiting time and, in case of need, to obtain different information on the loyalty program (personal data of the client by a card).

"It is worth selecting also a part of the functions which are not relating directly to a telephone part of call center, but effectively influencing work of a complex in general — noted in "Novavoks". — It is function of marking of subject (the operator automatically makes the report on a call), the general pool of electronic messages, a chat".

The project is implemented without change in telephony infrastructure. As explained in "Novavoks", it allowed to integrate call center with the existing telephone network without loss. Implementation of service did not demand changes in telephone exchange and use of auxiliary products of the third firms.

The service of creation of the unrolled reports helps to exercise control of efficiency of operators. The head of call center carries out monitoring of work of service, thereby increasing performance of operators and service in general. As an additional tool for quality control of work of call center serves the recording system of a talk.

Result

"For the choice of the supplier of contact center of Rainbow Smile retail network the tender of suppliers was held. Project cost differed many times, an implementation time — it is even more. When choosing the solution I was guided by the accumulated experience with the software of Asterisk and Avaya which is taken out from prior workplaces — Elena Nikolaeva, the head of contact center, Smile of Rainbow noted. — We would like to save such advantages as: the multifunctionality (Avaya), convenience of using (Avaya), the flexible system of setup (Asterisk) but at the same time to avoid such shortcomings as: not first technical support (Avaya), lack of the built-in friendly graphic user interface (Asterisk), complexity in studying (Asterisk). Especially it was pleasant to us that the supplier provided complete interaction from our automatic telephone exchange and is a developer that allowed to configure call center under our needs".

Alexey Shestakov, CEO of "Novavoks": "It was very difficult and, at the same time, very interesting project. We managed to execute the solution according to all tasks of the client. In the project the marketing researches necessary for business processes of the client, with classical functions of call processing are crossed. The call center at the same time interacts with a large number of program and hardware nodes in the company".