"The construction yard" transferred contact center from the Avaya platform on Naumen Contact Center

2019: Transition to Naumen Contact Center

The project of upgrade of the geodistributed contact center of Construction Yard company, one of the large Russian market of shops of participants of the DIY format (do it yourself) is complete. On January 21, 2020 the Naumen company contractor reported about it. The contact center of the retailer migrated from the Avaya platform on the Russian solution Naumen Contact Center that allowed to automate work of two geographically distributed platforms in Tyumen and Omsk and also to provide high fault tolerance of a system in the period of high loads.

Cumulative power of contact center of Construction Yard company for January, 2020 is 90 operator places. The deployed solution based on NAUMEN technologies works from a cloud and is integrated with the ERP system of SAP.

In contact center several separate lines on work with physical persons and legal entities, on claims activities, on the general questions of existence of goods and the working schedule of shops, and other questions are organized. For distribution of calls by lines intellectual routing of calls at the stage IVR is implemented (Interactive Voice Response, the interactive voice menu). For example, at the order of delivery IVR connects the client either to the manager, or to the delivery driver. As the order number, the phone number of the client and the phone number of the driver are connected in a system, if necessary, the call of the subscriber goes directly to the mobile phone of the driver that reduces load of call center operators.

In a system service post-quality evaluation is configured: on completion of a conversation subscribers are offered to estimate work of the operator at IVR. If the subscriber for some reason did not make it, a system automatically calls back next day and repeats a request to estimate service. On outgoing call-downs of NPS (Net Promoter Score, net promoter score) with participation of operators ready agency scenarios are used.

Besides, the module Naumen Quality Management used for quality control of work of call center operators with the frequency set in settings automatically creates selections of records of calls and sends them for listening to supervisors and quality controllers of Construction Yard company.

The former solution limited simultaneous quantity of incoming calls. The periods of high loads were followed by high percent of lost calls, as a rule, significantly the communication quality suffered. Besides, we faced technical difficulties at connection of remote workers. We successfully solved all these problems after transition to Naumen Contact Center", noted Evgeny Demchenko, the manager of projects of contact center of the company "The construction yard