Coca-Cola Hellenic implements monitors of quality of work of contact center

On December 11, 2013 the CTI company announced participation in implementation of the global project on quality management of service in Coca-Cola Hellenic company in Russia.

Project Progress

The CTI company provided training in work with a quality management system for the staff of the new center of telephone customer service of Coca-Cola Hellenic in Russia. Within the project with the assistance of CTI the unified recording system of a talk on the basis of the solution Verint Impact 360 Quality Monitoring is unrolled.

The central servers of a system of telephone service of Coca-Cola Hellenic company are placed in Europe, and the Russian part of system infrastructure has remote access to a core. The CTI company carried out works on setup of integration of subsystems of contact center with a recording system, user training.

With project implementation the staff of Customer support center of Coca-Cola Hellenic company in Russia had an opportunity to perform search of the written talk.

"The project with Coca-Cola Hellenic company in Russia was especially interesting that it is a part of big installation worldwide", - the head noted Contact centers of CTI Platon Begun.

"It was pleasant to us to work with CTI company, the project was implemented qualitatively and quickly, the company fulfilled all obligations honesty. We hope, cooperation with us served for CTI as good experience of participation in the international projects" - Dmitry Rebrov the customer support center specialist of Coca-Cola Hellenic in Russia emphasized.