SLK-Motors used technologies of contact center

On March 5, 2014 the NAUMEN company announced the project in SLK-Motors group completed in 2010. The project implements technology of contact center Naumen DMS.

Project Tasks

In 2010 the customer started implementation of the service strategy aimed at increase in the service level of clients.

Optimization of work of call center operators and managers of SLK-Motors Group was required. As the platform of contact center NAUMEN companies selected the solution.

One of project priorities - integration of the platform of call center with distributed control system dealers (DMS) and an internal telephone network.

Project Progress

Engineers of NAUMEN created the mechanism synchronizing data between DMS and the database of contact center. Each 15 minutes data from DMS are transferred to a DB of MS SQL and managers obtain up-to-date information on the clients.

Project Results

The implemented system provides automatic distribution of telephone calls by target operator groups according to the set standards of service. Redirection of incoming calls is made by means of the IVR menu.

The implemented system has several schemes of reservation providing the increased fault tolerance of contact center.

- Selecting the solution, we, first of all, estimated flexibility, scalability and availability of the platform. The platform needed to be integrated with the distributed information systems and at the same time to provide transparent and flexible communications between the client and the Dealer center, - Alexander Belyaev, the director of the department of information technologies, SLK-Motors Group noted. - As a result, this solution allowed us to reach our clients absolutely new service level.

- This project once again showed that our solution on flexibility is not inferior to the western analogs at all. Judging by the annual growth of our share in the market of solutions for contact centers, more and more companies understand it, - Alexey Sadovsky, the director of the department of automation of contact centers of Russia and the CIS of NAUMEN company emphasized