Askona implemented technology of contact center

On September 13, 2017 the Weathervane Sale company announced an implementation project of the Infinity Call center software product in Askona group.

Project Tasks

In 2015 the Weathervane Sale company implemented Infinity Call center technology in Askona group.

Before Infinity Call center implementation we used another software which worked with city lines of an old format. Ivan Lashkov, director of economics and finance of Askona group

Requirements of group grew, there was not enough information for operational management, the used software did not give the required number of account and did not cope with the increased loading, at the same time communication expenses grew.

The management set the task of upgrade of acceptance and processing of calls, to expand a range of the reports provided by a system and at the same time to find such software product which, meeting all requirements, also would please with the cost. We stopped the choice on the Infinity Call center software product.

Project Progress

Software implementation was carried out in several steps, including a stage of transition to the IP telephony from city telephone lines. During implementation of the software product engineers of Infinity rendered the permanent help and consultation on the different accompanying questions.

Project Results

Analyzing experience of use of Infinity Call center and opportunities of the IP telephony for several years, we can draw the following conclusions: the communication quality and a conversation became higher, we could increase service quality of our clients, answering interval of the operator was reduced, considerably the convenience of work of the operator increased: during the conversation the operator concentrates on the client, but does not think of a possibility of postprocessing of a conversation and information obtained from the client, thanks to mobile work with statistical reporting and monitoring in Infinity Call center, heads can quickly control traffic and have all necessary statistics for the analysis and improvement of work of CC.