Naumen Contact Center helps to optimize treasurer support of the Federal budget of Russia

2019: Implementation of Naumen Contact Center

On November 25, 2019 the Naumen company announced project completion of implementation of the Naumen Contact Center platform in Uniform contact center of Federal Treasury. The solution allowed to service in the round-the-clock mode participants of budget process in all 11 hour zones of the Russian Federation.

Initially Uniform contact center of Federal Treasury worked at a linking of software of Asterisk and the equipment of Avaya. The solution had not enough flexibility for operational redistribution of loading on projects, supervisors faced difficulties with obtaining the reporting, there were not enough tools for creation of agency scenarios and quality evaluation of work of operators. After acquaintance to opportunities of other platforms in Treasury stopped on the product Naumen Contact Center.

As a result of implementation of the NAUMEN platform supervisors had tools load supervision online: in case of exceeding of maximum permissible parameters supervisors connect additional platforms, create abnormal information blocks in the interactive voice menu (IVR, Interactive Voice Response).

Thanks to a possibility of creation of reports on use of IVR heads of contact center came to a conclusion about expediency of transition to two-level structure of the menu. IVR is regularly improved and improved in process of change of a circle of questions which the contact center answers.

Working according to ready scenarios, operators of Uniform contact center of Federal Treasury process the addresses arriving by e-mail via the website and by phone. For their convenience in a system the knowledge base tree which allows to define more precisely the necessary subject is configured and quicker to provide consultation on the asked question.

Quality managers had tools for automatic evaluation of quality of work of operators. Marks are put down on the basis of the configured KPI set, such as answering interval; conversation duration; lack of errors at data entry and readdressing of calls; quantity of the calls serviced for change, etc. From the moment of the beginning of operation of the solution the average score of quality of work of operators for short terms increased from 4.54 up to 4.89 points on a five-point scale.

Transition to the NAUMEN platform promoted increase in level of availability and service quality. The share of the addresses serviced on the first line grew, the average time of waiting of the reply of operator and quantity of lost calls was reduced, noted Veronika Kalmykova the deputy chief of IT of Branch Federal State Institution "Center for Ensuring Activity of Federal Treasury" (Federal State Institution of "TsOKR")

For ensuring fault tolerance the solution is deployed on two geographically distributed platforms. In case of failure in work of a primary server automatic start of reserve installation is made. System administrators receive automatic notifications on all events which can influence correct operation of the server of telephony.