The Naumen WFM system optimized management of workload of contact center of Mosenergosbyt

Within the project intelligent voice NAUMEN robots admit indications of raznotarifny counters to JSC Mosenergosbyt (power meters from 7 million subscribers), inform on balance of the personal account, the last payments and conditions of a rate and also monthly notify clients on receivables. 53% of the entering appeals to contact center of Mosenergosbyt are processed by robots without participation of operators.

2017

Since July 15, 2017 the CC of PJSC Mosenergosbyt completely passed to an automated system of acceptance of indications by phone using technology of intellectual speech recognition of IVR.

On December 07, 2017 the Naumen company announced optimization of management of workload of contact center of Mosenergosbyt using the Naumen WFM system.

Thanks to process automation of planning of working shifts of operators and forecasting of loading on the basis of professional solution of Naumen WFM the quality level of work of uniform contact center of Mosenergosbyt which customer base makes about 11.5 million subscribers is provided.

Due to deep integration of the Naumen WFM system into the platform of Naumen Contact Center contact center between them effective data exchange is provided. On the basis of the statistical data arriving from the platform of telephony a WFM system builds the exact forecast of the expected loading, allowing to make the optimal working schedule of operators, to effectively plan working shifts and breaks. Using a system automatic control of observance of the schedule by the staff of contact center is exercised. Thus, Naumen WFM optimizes use of labor resources, allowing to provide required KPI of contact center.

"Naumen WFM calculates staff of 300 employees and monitors observance of the schedule in dive to 200 operators. The option of tracking of execution of the schedule and an exit in breaks in the online mode is available to the planning manager of the schedule. It is very convenient for control of working discipline. The personal account which allows to specify the schedule in real time is available to the staff of contact center now and also to make requests for exchange of changes. Quickly it is possible to approve the working schedule using mobile application. Thus, with transition to a domestic WFM system the transparency increased many times, planning processes and personnel managements are most optimized". Sergey Kyuregyan, development director of PJSC Mosenergosbyt

"Last year our product Naumen WFM became the winner of competition the Crystal Headset in the Product of Year nomination. Since then on its basis several projects in the large companies are implemented, including, in GRAN contact center where in Naumen WFM diagrams of 1700 operators are under construction, in contact center of dispatching taxi service FASTEN where using our solution planning of changes of 1300 operators is performed. Now this row filled up the project in contact center of Mosenergosbyt. It is pleasant that such big and serious customers trust problems of planning of workload to a domestic WFM system". Andrey Zaytsev, director of the department of contact centers, NAUMEN

2014

Creation of Uniform contact center of the Inter RAO Group based on PJSC Mosenergosbyt – as an example of the real import substitution which provided to the customer saving 38% of the budget; and creation of the largest specialized contact center with technically equipped working conditions for visually impaired persons (2500 operators, 230 supervisors).