TFCMI of the Ryazan region (Call Center Infinity)

Till 2017 TFCMI located only a hot line. When it was required to expand the possibilities of fund connected with processing of the entering flow of calls and the question of formation of contact center became the acceptance of messages relevant.

The representative of TFCMI of the Ryazan region Andrey Kondrashkin comments: "The software product compatible to the CRM system was necessary for us for contact center. From program capabilities first of all routing of a flow of incoming calls, the client's card, record of telephone conversations and also the designer of reports were required. A choice was made for benefit of Infinity since the complex contains all functionality necessary for specialists of modern call center".

Project implementation was executed by Weathervane Sale company. IT specialists of the company far off performed works on installation and adjustment of call center which lasted about a month. In the course of implementation all necessary information on settings and management of the Infinity complex was provided to the client that gave further the chance independently to train operators of TFCMI.

As the main specifics of work of contact center of the compulsory health insurance territorial fund are citizens' appeals on phone numbers, the following functionality of Infinity is at the moment used: automatic detection of the client at a call, a call recording, adding and change of information in CRM, routing of calls.

Further we are going to increase possibilities of contact center transition to the IP telephony, to expand routing of calls. Let's use processing of e-mail of messages, both in manual, and in the automatic mode on the set event. We want to configure a possibility of calls to visitors of our website in call center directly about web pages and functionality of communication with by means of an online-chat".