PAT-Technology implemented technology of contact center

On July 22, 2017 the Weathervane Sale company announced implementation of technology of contact center in federal network of the PAT-Technology enterprises.

Project Tasks

At the end of 2016 PAT-Technology announced the tender for purchase of the software for processing, accounting and redistribution of the entering flow of calls on registry and internal call center of the company. One of product requirements - integration with software of Infoklinik, the main tool for accounting of patients, their addresses.

The announced tender was won by Weathervane Sale company.

Before Infinity call center software implementation we used only standard office automatic telephone exchanges. We did not refuse them completely also now, Infinity is used by us for fixing of all entering flow of calls, obtaining the unrolled statistics on quantity, the directions of calls and efficiency analysis of work of employees. Are completely transferred to software of Infinity and our advanced points, such as: registry and internal call center. In general acquisition of an integration product which would resolve an issue of identification of the called client, fixings of an occasion and result of its address that was hard implemented based on office automatic telephone exchange was a main objective of carrying out the tender. Anatoly Ilinykh, system administrator of PAT-Technology

Project Progress

Implementation dragged on. Terms of reference and logic of work of an algorithm of installation, its approval and testing changed. The moments which are not stated at a tender stage emerged. Difficulties were added by third-party suppliers of telephony - the quality of support left much to be desired.

Project Results

Generally work with Infinity positive, in particular pleases technical support of the company. But nevertheless, still a lot of things should be made to receive that result which is necessary for us namely it is necessary to create a number of global personal reports for job analysis of single divisions of the company. Now we have a strong confidence that with this software product we will achieve effective objectives. Anatoly Ilinykh