"Four claws" deployed the complete solution for work with clients

On September 28, 2017 the Alfa-Inform company announced implementation of technologies of contact center and Service Desk at retailer "Four Claws".

Project Tasks

Earlier used office IP PBX to work with telephone appeals to the companies. There was not enough functionality. Technological limits on a system did not allow to configure routing of calls, to process the missed addresses, to trace statistics and to control accomplishment of tasks by personnel of contact center.

To increase efficiency of client service of the company it was required to create the single system integrating information on buyers from different sources. It was required to automate acceptance, processing and accounting of client addresses. It was necessary to implement the technology combining functionality of contact center and Service Desk and then to integrate it with internal information systems.

The solution corresponding to requirements of the company is found integration of a communication framework of Oktell with bpm’online service.

As the contractor of the project Alfa-Inform Group is selected.

Project Progress

The company contractor implemented the solution on the bpm'online service and Oktell platform. Integration into databases and the information systems "Four Claws" helped to automate customer service and to create a common information space for acceptance, processing and storage of customer appeals, quality control of their service.

Specialists of the company integrator configured:

• IVR menu,
• routing of calls,
• storage of history of customer interaction
• possibility of creation of reports on the basis of the available data.

Project Results

The average time of processing was reduced. There was a possibility of job evaluation of operators after completion of a conversation, service quality and level of customer satisfaction is increased.