Rostelecom Northwest (Smart Logger II)

The recording system and analysts of Smart Logger II from CST was implemented in contact center JSC Rostelecom Severo-Zapad in 2008. Smart Logger II not only writes all appeals to contact center, but also has the tools of the analysis of phonograms allowing to reveal shortcomings of customer service and inefficient loading of operators.

Today the complex of multichannel record and analytics of Smart Logger II in JSC Rostelecom Severo-Zapad company is integrated into a communication framework of CC of Avaya and provides:

• Continuous record about 800 jobs of operators of CC (1350 recording channels)
• Work more than 90 automated jobs of the supervisors performing function of quality control of work of operators of the distributed CC
• 15 distributed stations of record in the regional centers of the Northwest united in the uniform complex of storage and processing including two centralized storages in St. Petersburg and Cherepovets

Rostelecom and CST continue to develop cooperation. Recently in service of the entering telemarketing of the ERKTs "Northwest" macroregional branch the pilot project on use of a system of speech analytics of Smart Logger II of development of CST came to the end. Using the system of speech analytics it was succeeded to solve such problems as: determination of the main subjects of appeals to contact center, identification of non-core loading which can be "brought" to other services ERKTs, determination of basic reasons of the tightened customer service, detection of the "silent" claims characterizing customer satisfaction by service quality of Rostelecom.

Providing the high level of information technical support of users in many respects defines the quality level of customer service and is a priority task of JSC Rostelecom as market leader. The major role in process control of remote service is played by contact center therefore constant control and the analysis of indicators of its work is crucial. The Smart Logger II system from CST is the effective instrument of optimization and business process automation of CC, and successful experience of implementations it confirms.