The MSK insurance group replaced Avaya Aura

It was necessary to organize Contact center.

The cost of the solution for the organization of uniform contact center was excessively high on the existing solution Avaya.

In one of branches already implemented by own forces of FreePBX, but there was not enough functionality and scalability. The solution of MyAsterisk was provided by all necessary tools for analytics. Connected one of branches to MyAsterisk and were convinced of the high performance and reliability. Step-by-step commissioning was made by specialists of MyAsterisk.

Evgeny Alekseev, head of Contact Center: "Transition to new Call center happened in enough short time, problems which we faced for the different reasons, decided quickly and competently. Everything was implemented in the planned terms, the functionality completely suits us. Now ordered implementation of additional reports.

The project started at the end of 2013, implementation took place in several stages. The task of transfer of contact center on new the platform in Krasnodar, creation of the telephony centralized by corporate VoIP based on a single platform was originally set.

The contact center of Callbox was unrolled in a private cloud, 70 operators in Krasnodar, the central office in Moscow and 30 additional divisions were connected to it.

Main advantage which was got by the MSK insurance group – operation reduction in cost several times, increase in efficiency of interaction between divisions, increase in quality of the rendered services.

The first stage of the project

Tasks which stood when implementing the first stage consisted in implementation of a unified number plan, creation of the centralized service platform of client addresses and creation of a single system of the reporting, monitoring and management. Within the first stage of the project the cluster of high availability with balancing of loading was implemented, it allowed to integrate processing of all addresses on a single platform and to implement a unified number plan for employees of SG MOSCOW TIME.

At accomplishment of the 1st stage of the project was system deployment of Callbox in virtual environment of VMware without use of hardware servers and a total failure from use of the solution Avaya Aura is made. Placement in virtual environment allowed to reduce costs on a hardware component on 70%. Cost reduction cut down expenses on a domestic long distance communication for optimization of internal calls by 3 times. The centralized scheme of creation of contact center provided the necessary level of reliability of 99.99% and provided tools for full and complete control on customer service.

The second stage of the project

Within the second stage function of intellectual routing was implemented. Reduction of load of operators of primary routing up to 30% became result of this implementation. Also works on integration of the information system ERP on service of customer appeals on the new platform of contact center Callbox were begun that provided release of 15% of operator time.

During the first two stages of the project the functionality of processing of incoming calls was unrolled, solutions of the reporting and analytics, IVR and a system for holding outgoing campaigns and even more than 150 additional functions are implemented. The Callbox Customer Experience platform allowed to automate work of operators.

The third stage of the project

Result of accomplishment of the third stage of works became automation of the tasks connected with call-down, informing and automation of primary routing. System implementation of Avtoinformirovaniya and Questioning allowed to increase prolongation and repeated sales of policies of assurance by 10%. At the same time it is necessary to consider that for carrying out the additional and prolonging sales the staff of sales department was not attracted that allowed to reduce costs on premiums and accompanying design expenses. The predicted reduction in cost of processing of one entering or outgoing call is supposed at the level of 30-35% thanks to what growth of efficiency of telephone sales and quality improvement of consultations is received.

The fourth stage of the project

Within the fourth stage of development of contact center increase in number of operator places of uniform federal contact center by 30-40% is planned. It is caused by desire to provide clients of the company not of voice channels of service, such as online chat, integration with Social media, the Video consultant.

In SG MOSCOW TIME consider that service the Video consultant will allow to provide to clients new types of service and will provide convenience of communications and customer service. Having provided possibilities of exchange of documents, demonstration of a desktop of the operator/client and a video call from the browser of any device and other new services already go through stages of a pilot project.