"Интерпласт" implemented the project on telephony automation

On March 30, 2016 the Weathervane Sale company announced project implementation on automation of telephony in Interplast company, using call center of Infinity.

Project Tasks

• Receiving exact assessment of traffic of clients, quantities of incoming calls and efficiency of managers.
• Implementation of record and sampling analysis of telephone conversations of employees for the purpose of improvement of skills of communication with clients.
• Solution with the lost calls on which, till a present situation, there was no technical capability to perform a feedback.

Project Progress

During the project E1 flows from provider brought through a CTI payment the Alder to the server, automatic telephone exchange of Panasonic of TDA 200, automatic telephone exchange of Panasonic of TDA 100, automatic telephone exchange of "AGAT-UX 3410", analog DECT phones connected via the gateways Linksys PAP2T, standard analog phones, the Yealink IP phones, etc. were implemented. Full integration with 1C was implemented later with already independently developed CRM configuration (the purchased initially shrink-wrapped software product based on 1S:UT could not solve production problems of the organization).

System operation left at all very good impression. Besides, we were attracted by ability to integrate with 1C which we use for business automation. We wanted to integrate the IP PBX and CRM based on 1C so that at a call the client, his purchases and visits to us was defined and also events with record of a call directly in an information system were created. According to the results of implementation we more than reduced the number of the lost clients by 40%. It managed to achieve thanks to complex use of different tools, implementation of queue and active work with IVR (though primary setup was performed by the staff of Infiniti Trade, further optimization was entirely performed by our engineers). Also the satisfaction of our clients increased: we began to call back to those who did not phone. The main objective for us on the near future is complete disposal of analog telephony that will allow us to develop further and to give to clients even more opportunities. Evgeny Veysov, IT director of "Interplast"