When "PEK" started contact center

On January 11, 2016 the PEK company announced a solution Genesys implementation project as technology of ensuring work of contact center. Implementation is carried out in 2011^[1].

Project Tasks

By 2011 in PEK company defined need of technical retrofitting of contact center for providing the high level of service maintenance: only in the Moscow departments of the company from 3 to 4 thousand calls a day were processed. The company needed the platform for technology break.

Truck of PEK company (2013)

Project Progress

Holding the tender, the company analyzed software for contact centers from the three of global manufacturers. Selected Genesys.

About two months for completion of transition to the Genesys platform were required. At the beginning of the project problems of implementation of basic functions of contact center were solved. Then there were processes of thin setup and optimization of service under business requirements.

Project Results

For January 11, 2016 the PEK company annually services 1.5 million clients.

Active work with integrator did not stop for a minute — "PEK" develops, and the product Genesys develops, and we every time understand that we use it for 15%, and there still opportunities one million! For three years we cooperate with Altuera company with which specialists we carried out the analysis and reengineering of the implemented business processes, jointly developed and implemented new processes and we study new projects. Our plans are ambitious and, of course, are connected with our clients, we want to become for them forwarding company No. 1 with the highest quality of service. We selected the correct business rate, and the right technological solution from Genesys. Natalya Pogorelova, associate director of department of customer service of PEK company

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