| Customers: Ulmart Product: Asterisk Second product: SAP ERP Third product: SAP CRM (SAP Customer Relationship Management) Project date: 2018/11 - 2019/04
|
On May 15, 2019 online retailer Ulmart announced development and deployment in work contact center robot- the operator. The automated solution confirms the customer orders made with delivery in partner points of issue of orders.
In 2019 the number of partner points of issue (points of DPD) in which buyers of Ulmart can take away orders exceeded 1000 addresses. There was a need to develop and implement the solution which will allow to reduce holding time and to increase availability of contact center to the clients receiving purchases in points of partners.
The robot makes outgoing calls to buyers and as soon as he distinguishes the client's voice, informs on creation of the order and suggests to confirm its relevance. The client can confirm, cancel the order or connect to the operator, further — will be able to change data of the order at a confirmation stage, thanks to implementation of technology of speech synthesis.
 | The main idea of the project — to tell sample functionality to the robot. It will allow not only to increase service rate of clients, but also in general to increase service quality. Our employees will have an opportunity more time to give to processing not of standard addresses. Oksana Kutsenko, director of contact center of Ulmart
|  |
It was necessary for start integrate systems SAP ERP SAP CRM, SAP BCM and Asterisk to automate actions of contact center: unloading of lists of call-down with data on orders, maintaining history of communication with the client, an option of updating of lists and group processing.
| | Development is executed within 'Service of management of communications with clients' which also includes management of lists of tasks for the staff of contact center for call-down of the cases which are not getting under hands-off processing with a possibility of replanning and change of prioritizing of tasks and will include communication by the SMS and in messengers. The solution can be used for delivery confirmation 'to doors'. Polina Erasova, head of department of SAP "Client systems" of Ulmart
| |
| The site content is translated by machine translation software powered by PROMT. The machine-translated articles are not always perfect and may contain errors in vocabulary, syntax or grammar. Read original article If you find inaccuracies or errors in the results of machine translation, please write to editor@tadviser.ru. We will make every effort to correct them as soon as possible. |