Energosbyt Plus upgraded contact center using Naumen Contact Center

On May 20, 2019 the NAUMEN company, the Russian developer of intelligent systems and services, reported that together with the joint power supply company "Energosbyt Plus" (enters into the T Plus group) completed an implementation project of a communication framework of Naumen Contact Center. The upgraded contact center of power supply company which services clients in 13 geographically distributed branches thanks to NAUMEN technologies had an opportunity to automatically process more than 600 thousand calls monthly and also to provide convenient services of self-service for consumers.

In the conditions of constantly growing loading the Energosbyt Plus contact center needed implementation of other functionality for work with receivables, voice services of self-service for transfer of indications of metering devices. The company appeared before the choice: develop functionality of the used solution based on from Avaya and Asterisk or to completely replace the platform. As a result preference was given to the Russian solution based on Naumen Contact Center which has experience of implementation of similar tasks for power supply companies.

Within the project in contact center of Energosbyt Plus the services of autoinforming allowing to ring round bases of contacts and to announce clients the available receivables without participation of operators are implemented. Data on each debtor come to the NAUMEN system from the third-party software with which the platform of contact center is integrated. The possibility of outgoing call-downs with participation of call center operators is also provided.

In the implemented system service of voice self-service of standard addresses without participation of operators — using voice robots is also implemented. This service allows consumers of services to transfer meter readings of water and electricity, to check the current balance. For the first month of work of contact center on this platform 33 thousand indications of metering devices of the electric power are transmitted through the voice robot.

In further plans of Energosbyt Plus – implementation based on Naumen Contact Center of service for transfer of meter readings of gas, separation of services and projects for service of physical persons and legal entities. Also replication of the solution is planned for the regions not covered in the first project.