Citilink transferred contact center to the omnichannel platform from Genesys

On December 21, 2018 the electronic discounter "Citilink" upgraded contact center with assistance of system integrator "Croc". For the purpose of increase in scalability, providing higher level of reliability and considerable expansion of functionality under the growing business volumes the discounter passed from the open-source-solution to the industrial platform — Genesys.

The project allowed to provide availability of contact center at the level of 99.99% at the expense of the multi-layer system of reservation placed in independent remote DPCs and also to increase capacity for the entering and outbound traffic more than by 5 times. For December, 2018 a system is capable to sustain loading over 20000 calls a day, to support work more than 1000 operators.

The implemented solution underwent test testing by the raised loading at the end of November, 2018 when the flow of calls to Citilink increased by 80% in connection with carrying out the stock "Black Friday".

In addition to system implementation, adaptation and transfer of business processes, transfer of basic options, such as processing of calls, an IVR system, distribution of calls, record of calls, the reporting, the company began work on expansion of functionality of a system. On project deliverables in it a number of additional opportunities, in particular, identification of the client by the phone number and maintaining history of communication appeared.

In 2019 Citilink will continue work on development of the solution and its integration with internal systems therefore the contact center will integrate control of all communication channels with the client — Phone, "SMS", E-mail of "Chat", Social networks, Messengers and "The application for smartphones". The single window of the operator will be implemented, a WFM system, a quality control system is implemented, there will be a Removed Operator function and many other things.

We are going to develop actively contact center not only for service of our buyers, but also for the purpose of outsourcing provision of services to business customers. The solution Genesys is suitable for these tasks in the best way: it meets the highest standards of platforms for contact centers, and is the flexible system having wide tools for customization, qualitatively worked SDK and API. During the project we paid attention to increase in the general fault tolerance of a system. The contact center will continue the smooth operation at any negative scenario, even at shutdown of power supply of the city. The first part of the project is complete — Citilink received a scalable, failsafe system in which basic functions of contact center are implemented, important updates for pro-active customer interaction are added. Ahead not less ambitious task — on expansion of channels, complete transition to omnichannel routing and digital service is necessary Mikhail Zamytsky, development director Citilink