SOGAZ constructed Uniform contact center having implemented solutions of Genesys

March 17, 2015. The Genesys company announced that the SOGAZ insurance company within the program for optimization of availability of contact center and improvement of quality of customer service set in the contact center the platform for customer service of Genesys Customer Experience Platform.

The implementing solution Genesys promoted improvement of a number of key indicators and increase in the overall level of customer satisfaction by service of the company. For example, the uniform contact center which allowed to organize the centralized work of different divisions of the company based on a single platform was created. The solutions Genesys gave the chance to increase the number of the processed addresses and to reduce a share of the lost calls. As a result telephone availability of the company increased by 15%.

"The solutions Genesys proved the efficiency and universality, – Georgy Chudayev, the head of Uniform contact center of JSC SOGAZ comments. – For example, in three years after commissioning of contact center based on solutions of Genesys, the number of call center operators in SOGAZ increased from 40 to 115 while the number of the clients addressing to CC, grew up by 4 times, and the volume of the lost calls decreased several times".

Representatives of the company integrator reported TAdviser.