Customers: Arosa Contractors: Itelon Product: Avaya Contact Center SelectНа базе: Avaya Aura Contact Center Second product: Avaya Workforce Optimization Select Third product: Avaya IP Office Project date: 2017/06 - 2017/11
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On January 24, 2018 the ITELON company announced development and deployment of call-Center for Arosa company based on the software solution Avaya.
Prerequisites
The Arosa company to the product provider of a power supply in a HoReCa segment needed call center which would allow to establish more effective customer interaction. The management system for call center represents the difficult hardware-software solution which should consider as current demands of business, and to provide it an opportunity to grow and set new tasks for itself.
The assigned task meant search of a system which would allow to organize productive interaction of specialists of sales department with clients – representatives of a HoReCa segment. In Arosa expected synergy of functionality of employees in the uniform working space convenient to operators from a management system for call center, ample analytical opportunities and smooth operation under considerable loading. Business set the task to achieve considerable reduction of receptive period of one order by integration of functionality of a new management system for call center from the existing CRM. Then management of Arosa addressed to ITELON company.
Project Progress
Engineers of ITELON made a start from several keyword parameters: the number of employees, requirements to collecting of statistics, simplicity of integration with CRM, conditions of connection of telephone lines and operators, the need for geographical distribution, complexity of implementation and service. Specialists of ITELON company proposed several solutions, and the operating system Avaya IP Office integrated with products was as a result selected and implemented Avaya Contact Center Select and Avaya Workforce Optimization Select. This solution which completely satisfies pressing needs of Arosa and assumes growth of a subscriber base without change of the current platform. Consultations and discussions took month, as much again time left on implementation and training of staff of the company. Technical operations were performed under constant control of engineers of ITELON, and for the solution of non-standard tasks representatives of Avaya joined them.
"The flexible analytics, ample opportunities for operational making changes in its work, the system of the interactive and historical reporting, a possibility of custom setup under needs of nonclassical call center was for us a decisive argument in the choice of the platform". Oksana Mikhaelovna Glibchuk, marketing director |
Project Results
With implementation of technology the Arosa company optimized business processes at the enterprise. The call center works according to the commonly accepted international standards. Considerably the speed of adoption of orders and performance of department in general grew. Customer interaction became more flexible and convenient for operators thanks to the application partner which allows to work with telephony at the level of the PC. The first-priority objectives were achieved – there was an opportunity to collect statistics and on the basis of it to give efficiency evaluation of call center, being based on the real analytical data. The supervisor received the tools allowing it to watch online change of indicators of call center, to manage the statuses of agents, to be connected to a conversation by a convenient method. The call center in Arosa works as an autonomous organism, and the processes proceeding in it easily are traced, controlled and analyzed.