Ukrpochta started the updated omnichannel contact center

On July 17, 2018 it became known that Ukrpochta optimized remote communications using modern omnichannel contact center. Ukrpochta's clients can get the qualified advice irrespective of the channel and in the shortest possible time not only among the state enterprises, but also on average in the market of mail logistics services.

The contact center created in 2016 became the first step in customer-oriented Ukrpochta's creation. For 2 years it evolved in uniform "point" of an input and consideration of addresses which arrive on any of communication channels. Only incoming calls were initially processed, and today we provide the choice - we respond to written and electronic appeals, we communicate with users in Facebook, Instagram, Twitter and also Youtube. We become convenient and fast - on the line we aim to finish the average time of customer expectation up to 20 seconds and to give an opportunity of the order of callback, and on social networks we try to answer questions of users on average in 7.5 minutes. Igor Smilyansky, CEO Ukrpochta

The updated main mail of the country changed also approach to the choice of technological solutions. The key emphasis was placed on optimal price-quality ratio that allowed to give preference to contact center on the VICIdial platform from Areon Consulting company.

VICIdial Contact Center Suite not only has broad functionality and supports work in a single system with a set of channels, but also does not require additional licensing of operators and subsystems that guarantees further development of contact center of Ukrpochta with the minimum additional investments.

The solution for contact center was integrated in Ukrpochta's _t-infrastructure that allows to resolve more than 80% of questions of clients already during the first address. The contact center has the deep and flexible reporting system helping to reveal "bottlenecks" irrespective of the channel in processes of service and to provide to clients better services. Ukrpochta considerably improved performance indicators: at 1.5 multiple increase in number of addresses duration of waiting of the answer many times decreased, the quantity of incoming calls from planned grew three times, the quantity of the lost calls does not exceed 1.5%, but also process of first-priority processing, etc. is developed for them.

Through joint efforts we managed to organize the process focused on result. The volume functionality of the solution for contact center on the VICIdial platform, experience of implementation of similar projects and effective cooperation helps to perfect constantly processes of service and to look for the most optimal approaches. The flexible scalability, high fault tolerance of the solution, a possibility of processing and the analysis of addresses on different channels in a single system guarantees development of contact center in the future. Konstantin Torkhov, development director of Areon Consulting company

In the closest plans of the company — process optimization of work with not voice communication channels and connection of the chat-bot for service of all customer appeals in a single system.