Naumen completed an implementation project of the Naumen Contact Center platform in VersOffice company

2019

On March 13, 2019 the NAUMEN company announced project completion of implementation of the Naumen Contact Center platform in VersOffice company. Increase in extent of process automation of contact center allowed to cut the average time of processing of contacts by half. Works on implementation of Naumen Contact Center were performed by the partner of NAUMEN in Germany — SoftBCom Berlin company.

According to the company, the contact center of VersOffice company provides services of mass secretarial service, performing functions of the broker, underwriter, an insurance representative, etc. VersOffice observes high standards of service: answering interval for March, 2019 does not exceed 40 seconds, no losses of information or distortion of data are allowed. In the course of the conversation with the client all telephone addresses are transferred to a text type in the format set by customers and taking into account individual rules of service.

Earlier in contact center of the company the cloud solution from the famous western producer was used. In search of ways of increase in efficiency, including due to increase in processing speed of contacts, the management of VersOffice selected a product based on Naumen Contact Center.

The majority of requirements of VersOffice to the platform of management of contact center was are executed at the level of the basic Naumen Contact Center settings. Installed solution provides the mixed mode of the entering and outgoing telephone communications, processing and mailing of e-mail, sending the SMS, work with personal calendars, a set of ready templates of letters and SMS, the automated generation of messages without participation of operators. Projects are configured taking into account individual processing rules of information, operating time of offices, changes in the schedule of employees and other features of clients of VersOffice.

VersOffice operators quickly mastered the Naumen Contact Center interface. Thanks to high extent of automation and elimination of unproductive manual transactions the average time of processing of a call (AHT) was reduced practically by 50%.

Supervisors of VersOffice received convenient tools for project management. The solution allows them to adapt independently as the interface of the visual application with which agents, and to the logician of system operation directly work, including algorithms of ACD, classification of knowledge and skills of agents and also other parameters of campaigns.