Softline robotized call center of MFC in Kaliningrad

On December 5, 2018 the Softline company, the international supplier of IT solutions and services of cyber security, announced project completion on robotization of call center of the Multifunction center of the Kaliningrad region. The translation of standard addresses on electronic operators will allow MFC to cut by half number of the lost calls and to process more than one thousand addresses a day.

In process of increase in the number of the services rendered to MFC also the number of telephone addresses grew: the quantity of calls could reach 10 thousand a week. Losses of calls reached 70%. Heads of the center should make a choice - to expand staff of call center operators at least twice or to find the technological solution which would help to correct a situation.

Experts of Softline found out that the most part of dialogs between clients of MFC and call center operators took place according to several standard scenarios. The project team suggested the customer to charge call acceptance and communication with clients of MFC to the electronic operator – a system which using technologies of synthesis and speech recognition processes addresses and conducts dialogue so that the most part called call center would receive answers to the questions. Use of robots for work with standard calls allows to receive if necessary calls in the round-the-clock mode without increase in the budget. So in the first months of system operation loss of calls can be cut by half.

Robotization of call center is performed based on the solution of the Russian company Prof IT, virtual automatic call center of Personal IT Vocamate Interactive. Within the project, two modules which are a part of a software package were involved.

The module Personal IT Call Center is responsible for management of the entering and outgoing communications. Functions of a call recording, the order of a call back and listening of calls in real time offer more opportunities to communication as for the clients who addressed to call center, and for MFC – calls it is possible to listen and analyze them that increases efficiency of call center in general. Integration with the main information system of the customer, the AIS MFC Delo which is used in all multifunction centers of the Kaliningrad region allowed to display automatically information on addresses of the applicant that significantly reduces time of processing of calls. The developer of an information system - Electronic Office Systems company, - also took part in project implementation. Use of usual interfaces allowed to do without additional training of operators in work in the implemented system, and the tool kit of control will allow to analyze a flow of calls, to optimize their routing and not to allow loss.

The module Vocamate Interactive – voice robots for call center, – allows to configure interactive scenarios for hands-off processing.

Robots perfectly cope with informing clients of MFC on the status of the rendered services, on readiness of documents, on operating time of departments. The robot can answer calls within the registered algorithm or independently find matter in base and convey information on its status calling. As soon as in base there is a Case Is Closed check mark, the program makes a call by the contact specified in documents. If the customer's question non-standard is also required the help of the living employee, a system switches a call to the free employee, or sends to operators information that it is necessary to call back to the client. Vitaly Yashchenko, expert of Softline

The AIS MFC Delo is used as the system providing a virtual assistant with data for informing applicants on readiness of result, the addresses and operating time of divisions of MFC and other reference information. If the applicant has questions, the call switches to the operator who sees all history of communication with the robot and in the AIS MFC, can ask the correct questions and quickly issue necessary information.