Tehnosila completed the project of automation of contact center based on the software solution Naumen Contact Center

On December 7, 2016 the Naumen consulting company announced implementation of the Naumen Contact Center platform in Multi-channel retailer "Tehnosila".

Tehnosila company (2016)

Choosing a Solution

For achievement of the planned purposes within the strategy of business transformation it was required to execute a complex of actions, including, – to automate work of contact center based on the hi-tech platform of an industrial class. Tehnosila entrusted implementation of this important task to the checked NAUMEN developer who earlier successfully automated to the retailer a support service of IT. Besides, functionality of the popular Naumen Contact Center platform from the Russian vendor allowed to solve most optimum problems of multi-channel business, providing effective tools for a customer support and further growth.

Project Results

With start of Naumen Contact Center the Tehnosila company had the whole range of opportunities, including collecting in the system of statistics on work of contact center (duration of service, employment of operators, etc.) who were not in the former software of Asterisk. Now, using the chronological reports created in a system, the management can keep track of quantitative-temporal characteristics on the processed calls and employment of personnel. Receiving complete analytics gives the chance to make the correct management decision and to improve work of contact center. A system also allows to control the status of operators online.

Thanks to NAUMEN platform performance the new contact center provides the high level of customer service. Using functionality of Naumen Contact Center operators execute call-down of clients according to purchasing requests from the website (and mobile version of the platform), give information support on the carried-out actions, also accept and service incoming calls, advising buyers on goods, the prices and providing information of help character. The mechanism of informing clients on actions in the automatic mode using IVR service is also implemented.

"The contact center based on NAUMEN technologies is an important part of the multi-channel development implemented by us and the transformation which included also start of shops of a new format and optimization of the website. Having created modern contact center, we received the additional sales channel and service. Clients can select now how and when it is convenient to them to buy – on the website, from shop or by phone. And also to combine these channels. Those who got used to do the order by phone or need consultation, now address to contact center which works 24 hours a day and is always available thanks to the reliable platform. At the same time buyers get all advantages of customer service, including high-quality consultations on goods, convenient delivery time, information on actions and sales." Anna Skuratova, head of contact center of Tehnosila company