Ozon announced implementation of call center

On March 14, 2013 it became known that in three of five companies of Ozon holding implementation of call center is complete.

System Selection

The choice of the software solution for call center was carried out in a format of the closed tender in which 6 companies - the leading solution providers took part in this area. The main selection terms were:

• reputation of the supplier,
• work experience,
• client portfolio,
• scalability of the deliverable solution,
• its functional qualities,
• speed of implementation of the project and
• price.

According to the results of the tender Infra Call Center from Infratel company was selected. The important role in acceptance of the final decision was played by existence of additional opportunities and services: for example, Infra Call Center supports function of balancing of loading between several platforms on the basis of statistical data of real time (narrow functionality) and a unique feature of click-to-call (more wide functionality). Besides, conditions of the round-the-clock technical support of Infratel - its SLA completely satisfied business needs of Ozon.ru.

Implementation occupied 40 working days from the moment of the choice of the supplier of the solution before start. During this time call centers were started in three of five companies of Ozon holding: in Ozon.Ru online hypermarket, in the courier service O-courier and shop of travel Ozon.travel.

Customer Feedback

"We - the service company selling not only goods, but also a range of services to which both the logistics, and delivery, and client support service belongs. The call center was the only link of a business chain which was completely submitted for outsourcing. Though we always selected reliable partners, outsourcing anyway means smaller flexibility and the worst controllability. At a certain stage of development it became obvious that we need full control over this sphere", - Yuliana Gordon, the director of Ozon.Ru customer relationship management says.

Yuliana Gordon adds: "We expect to strengthen a chain of formation of customer value, due to start of own call center".

Daily Ozon.Ru online megamarket website is visited by more than 700,000 users at this time, and as much are active buyers.