Inline Technologies constructed multimedia contact center for INPAS company

INLINE Technologies announced in November, 2014 project completion on creation of contact center for the INPAS company which is also entering into ITG holding (INLINE Technologies Group).

The contact center was under construction for the organization in INPAS company of acceptance of addresses from her clients and also rendering information support and acceptance of service requests from banks which transferred to outsourcing to the company the POS terminal network, and from the trade and service companies having with INPAS the agreement on outsourcing of banking acquiring networks.

Appeals to contact center are accepted in mode 24х7х365 on any available communication channel for what the principle "uniform point of entry" for processing of requests is implemented. Calls by phone are performed on number in format 8-495 and toll-free federal number in format 8-800. All addresses are processed according to the uniform quality standard.

For ensuring quality control of work of contact center of INPAS company the Zoom Quality Management Suite system which including allows to write negotiations and screens of operators is implemented, to carry out automatic questioning of clients about the level of satisfaction of service.

Except monitoring of records of telephone conversations and assessment of the provided consultations, the control service of quality of contact center regularly conducts internal interviews with the using its services by clients – representatives of banks and trade and service companies, thereby receiving a feedback about the work.

"Start of multimedia contact center, undoubtedly, will become one of competitive advantages of INPAS, especially within development of the new direction – outsourcing of acquiring networks, and will promote fixing of its positions in the market as service customer-oriented company, – Degtyarev Alexey, the director of uniform contact center of INPAS says. – I want to note that along with acceptance and registration of addresses our contact center performs pro-active monitoring of the most often arising incidents and failures of POS terminal equipment and advises clients on elimination of the reasons of their emergence".

The contact center in INPAS company is constructed on the equipment Cisco and software of Cisco Unified Contact Center (Cisco UCC). The choice for benefit of Cisco was caused by the fact that the most part of the IT infrastructure existing in ITG holding, including the IP telephony system, is created on products of this vendor.

Key feature of the Cisco UCC system is the possibility of the organization of work in "cloud" and creations of premises for promotion of "remote employment" and the organization of mobile jobs in INPAS company and its branches that significantly will help to reduce costs for IT at increase in scales of contact center in the future.