The contact center of Infotell passed to Naumen Contact Center V 7.0

On March 9, 2017 the Naumen company announced failure from use by outsourcing contact center of Infotell of Infra Call Center technology and replacement with its Naumen Contact Center platform.

Project Tasks

According to the statement of the press service of integrator, transition of the customer to the Naumen Contact Center platform caused limited functionality of technology of Infra TeleSystems company in business development.

Advertizing Infotell, (2013)

Project Progress

Specialists of the customer unrolled the Naumen platform without involvement of integrator.

At us there are a lot of big customers, and the most important for us is a stability of work of contact center. In process of development of our business the old platform ceased to cope with the growing flow of calls. Besides, the need for implementation of new functionality ripened, and accomplishment of necessary completions on the basis of the old solution required big costs. Looking for an alternative to the old platform, we collected proposals of different suppliers, visited several operating contact centers to look at the software in work. Eventually, we stopped on NAUMEN, and did not regret. Thanks to flexible configurations and integration opportunities of a new solution process of migration was painless for us. We had not to stop work of call center in spite of the fact that migration took place in the period of peak loads. Alexey Timofeev, CEO of Infotell LLC

During installation of a system, engineers of Naumen gave to Infotell consulting support.

Project Results

Replacement of the platform simplified problems of preparation, start and campaign management. The functionality of agency scenarios promoted process optimization of service of "hot" lines, outgoing telemarketing, work with receivables, mass marketing polls, collecting and updating of databases, other types of service.

For March 9, 2017 the total quantity of operator places exceeded 400.

Based on the solution of NAUMEN we service tens of projects for the different industries. Only on one of hot lines we process about 25 thousand calls a day. Setup of the project takes away no more than half an hour from the supervisor, at any time it is possible to receive a detailed report with data on quantity of the calls made by operators, their effectiveness, contacts and the other information necessary for our customers for control and the analysis. Evgeny Korobov, director of the department of telemarketing of Infotell

In June, 2017 it became known that the outsourcing contact center of Infotell, performed a global software update and switched all lines, the entering telemarketing, and it is more than 120 projects, on the solution Naumen Contact Center V 7.0 which part the communication framework with the Omni-Channel component is.

Since June 1, 2017, call center operators of Infotell process the entering addresses not only on telephone calls, but also such communication channels with clients as: e-mail; SMS; web chat; messengers (Facebook, Telegram, VKontakte); social media (Facebook, VKontakte).

Thanks to integration of all communication channels into a single system, the fundamental principle of omnichannel interaction is provided - clients receive identical and consistent service, irrespective of the channel of the address.

Uniform queue of processing of addresses, uniform rules of routing, uniform pool of operators, uniform operator scenarios of processing of addresses; identification of the client at the address on any channel; the uniform customer interaction history on all channels omni-channel; a possibility of translation of the address on other queue; a possibility of cross-channel interaction – not the complete list of tools which allow Infotell to provide the high-quality and personified customer service.