The Sheremetyevo Airport transferred "hot line" to the Russian Naumen Contact Center platform

2020: Transition to Naumen Contact Center

On March 4, 2020 Naumen reported that in contact center of the international airport Sheremetyevo of A.S. Pushkin the implementation project of a communication framework of Naumen Contact Center is complete. Upgrade of contact center was caused by the increasing load of a hot line of the airport and transition from the outdated solution of foreign producer.

The contact center of Sheremetyevo Airport used earlier the platform whose producer left the Russian market and ceased to provide support of the solution. In process of increase in load of a hot line of the airport difficulties with observance of the set level of service began to arise, the share of lost calls grew, there were not enough instruments of operating control and monitoring.

When choosing other platform a condition was set that the solution should be previously deployed in IT laboratory of Sheremetyevo Airport, and pilot installation should be executed by own forces of IT specialists of the customer.

Within tests in addition to the solution NAUMEN two more products were estimated: on platforms Avaya and Oktell. The choice of the NAUMEN platform was in many respects determined by an opportunity for work based on operating system Linux, including in the virtualized environment. Besides, the staff of Sheremetyevo could conduct independently integration platforms with third-party IT systems of the airport and configure interaction from existing subscriber base devices of operators.

Comparison of different platforms within pilot tests helped us to make an optimal solution. Having weighed everything 'for' and 'against', we received a product which allowed us to implement all earlier available services at other technology level and also to receive the scalable platform for advanced developments,

For March, 2020 in contact center of Sheremetyevo Airport functionality solutions of Naumen Contact Center for service of incoming voice calls is used.

Within project implementation integration of Naumen Contact Center into structure of an internal telephone network of the airport was executed.

During the project the internal information websites which the staff of contact center addresses were entered to the built-in knowledge base. Thanks to the fact that all information resources became available through a single working window the average time of call processing was reduced.

Increase in efficiency of control of work of call center operators became an important result of the project. The NAUMEN platform allows to browse far off a desktop of the operator, to monitor answering interval on the line, to see a share of lost calls and also to configure automatic reports on the set criteria.