The FirstLine contact center passed to Infinity software

In May, 2016 the FirstLine contact center passed from the software for client service of Genesys company to domestic Infinity software.

In basic delivery from Call center of Infinity of FirstLine company it is provided:

• Management of the entering and outgoing calls
• Automatic set with a possibility of start of scripts or forms which are configured independently
• Automatic call-down with participation of the operator or without it
• Possibility of creation of the IVR menu of any level of complexity
• Call recording and pictures of screens of agents
• Online monitoring of all campaigns, lines and any events
• Detailed reporting system - tabular and in a schedule type
• Management of email - and SMS mailings
• Voice mail
• The online assistant on the website
• Russian-language interface
• Integration with information systems and hardware complexes

The functionality of Genesys which we used became morally outdated. For its upgrade and implementation from us standard (the reporting under different campaigns, an automatic set of numbers, etc.) we would need really significant investments. In addition to the aforesaid, the English-language version of attendant workstation and the supervisor and also all accompanying documentation in a foreign language caused certain difficulties in work, - the CEO of FirstLine Dmitry Fatkulin noted.