Ingosstrakh upgrades contact center

On November 18, 2014 it became known of upgrade of a technology platform of contact center Ingosstrakh using the solution Genesys Interaction Workforce (IWS)

Project Tasks

Before implementation of Genesys Interaction Workspace the entering phone calls and requests on multimedia channels (which number gradually increased) were processed in contact center of Ingosstrakh separately. The existing solution Genesys Agent Desktop was not integrated with an internal CRM system therefore it was not used for processing of multimedia of addresses: chats, e-mail, calls back from the website. It is technically impossible to work in two different systems, the functionality of the operator is limited: or processing of incoming calls, or multimedia addresses.

Capability integrate all possible channels of addresses — telephone communication, e-mail, web chats, Sms and others, became the reason of the choice of the solution Genesys IWS. Were coming to integrate the solution with an internal CRM system, providing backward compatibility.

"Genesys Interaction Workspace allowed to create a uniform workplace and the single interface in which the operator processes addresses on different channels of interaction. The operator does not need to switch between the different systems any more that allows to service quicker clients and more effectively to use working time" — Olga Sukhova, the chief of contact center of OSAO "Ingosstrakh" reported.

Project Results

There was a possibility of the order of a call back from the website (Genesys Web Callback), sending notifications by the SMS (Genesys SMS). All solutions work at the Genesys CIM Platform platform.

Integration of an internal system of CRM containing customer information into the Genesys platform will help the operator to observe the history of addresses of the client. For control of operators and development of trainings the quality assessment system of Genesys Quality Management which shows what transactions in the course of the conversation were executed by the operator is implemented.

With implementation Genesys Info Mart collecting of statistical data and carrying out the deep analysis of customer interaction, together with already implemented BI- the solution for obtaining the reporting (in "Ingosstrakh" BI it is a system IBM Cognos) became possible.

Using the integrated reporting system of Genesys Info Mart by means of the CCPulse interface data are available to supervisors of contact center to the detailed analysis of customer interaction.