Inter RAO completed the first stage of upgrade of contact center

On April 9, 2015 the NAUMEN company announced implementation of the Naumen Contact Center platform as a basis for development of contact center of the enterprises of retail business of the Inter RAO Group in 11 regions of Russia^[1].

Project Progress

Power of the first platform started within the project of upgrade - 160 operator places. In process of connection to a single system of new territorial electricity providers the power of the platform will gradually increase.

The technology basis of contact center is constructed on domestic developments. At the first stage of the project the detailed process model of uniform contact center is developed, the new functionality is implemented. That consumers of the electric power could give by voice meter readings integration with the system of speech analytics (CST) is executed. For increase in effective management of personnel, planning of working shifts, training of operators integration with a WFM system is carried out. The new platform allowed to implement the principle of a single working window of the operator in which all necessary information is output from the third-party systems. Migration of the existing voice services on the new platform is carried out to a short time – the first calls are processed by the technological solution in December, 2014.

Implementation of the innovative developments of NAUMEN and the Center of Speech Technologies will help to optimize remote consumer service of the electric power, Denis Kiriyenko, the director of project management of the block of retail business of Inter RAO considers: "For the first month of work as operators of the first line over 111,500 calls are processed. Thanks to the appeared tools we managed to reduce the average time of a conversation by a minute. Indications of metering devices of the electric power are accepted using IVR service, in the mode of voice input now. This technology becomes more and more demanded from our clients. Last month we accepted more than 30,000 indications of power meters through IVR".

"It is very pleasant to us that the core uniform contact center Inter RAO is constructed on the leading Russian product though in fact NAUMEN for a long time reached the level of the international company. We have many projects in the adjacent states and the Pacific Rim, the permanent mission works at Philippines. Since 2015 Naumen Contact Center it is included in the professional rating of global market of solutions for infrastructure contact centers (Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide). And in March, 2015 Naumen Contact Center once again won a prestigious international award of the professional tender "Crystal Headset" in the Product of Year nomination. Returning to the project of uniform contact center Inter RAO, we see that we together with our contractors and partners achieved certain positive results, but ahead there is a lot more work, and we will use the best efforts to justify the confidence of the customer", – told Alexey Sadovsky, the director of the department of automation of contact centers NAUMEN in Russia and the CIS countries.

Project Results

Result of the difficult and multi-stage project - the contact center for consumer service of the electric power, analogs which in the territory of Russia for April 9, 2015 is not present. In the long term the uniform contact center can service more than 9 million retail clients of power supply companies in regions.

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