Pension fund of the Russian Federation (RPF) (Call Center Infinity)

The Kazan department of the Pension Fund of the Russian Federation (RPF) - successfully implemented Call center of Infinity with the help Protelekom, the partner of Weathervane Sale company.

"Before emergence of Call center in department of the Pension fund ATC Avaya which serviced more than 200 subscribers was set, - Ayrat Sakhabutdinov, the technical director tells Protelekom. - We were faced by a task to save all existing possibilities of telephone exchange and to add new functionality of Call center".

Implementation of Call center was directed to reduction of time of consultations in help desk and to increase in the service level of clients of the Pension fund.

Possibilities of telephone exchange of Avaya are complemented with the record of sessions of a talk expanded with statistics and intellectual routing of all calls.

Using Infinity the Kazan branch RPF performed everything that was conceived Ayrat Sakhabutdinov, technical director

Project Results:

• The intellectual voice menu (IVR) significantly reduced load of operators.
• Possibility of the request for a call back improved the level of customer service.
• Use of cards of the client with a contact information and automatic classification of addresses increased efficiency of work of operators of help desk.

"Using Infinity the Kazan branch RPF performed everything that was conceived, at the same time having improved the functionality which is already available a telekomunnikatsionny system", - Ayrat Sakhabutdinov shares.