RESO-Garantiya upgraded contact center based on the domestic Naumen Contact Center platform

2020: Upgrade of contact center

On January 13, 2020 the Naumen company announced that RESO-Garantiya, one of insurance companies of Russia, upgraded contact center based on the domestic Naumen Contact Center platform. The implemented solution allowed to optimize work more than 200 operators of customer support center from Moscow and St. Petersburg and also the staff of Medical contact center.

Within the project of upgrade of contact center replacement of the outdated hardware and software system which ceased to answer problems of improvement of customer service was made.

The upgraded platform ensures stable functioning of contact centers RESO-Garantiya in the round-the-clock mode. Using tools of a single working window with the built-in questionnaires, operators advise clients on all company services, adopt statements for insured events on car insurance and provide the insured operational receiving the help with VHI.

For improvement of service through VHI in the updated solution the linking of incoming calls with outgoing calls is provided. At requests for medical care the operator of the Center of medical support RESO-Garantiya can contact physicians or specialists of emergency services and to return to a conversation with solution of the problem of the client. For personal data protection phone numbers of clients are hidden from operators.

The deployed solution facilitated work of contact center managers, having provided them with the necessary reporting, including under work of IVR. Analyzing reports on IVR, they can quickly change the menu, lifting the most demanded points up and to do it more compact and convenient for clients.

Taking into account a variety of the offered insurance services and also a large number of corporate clients in a system flexible configurations of duration of storage of audio recordings of a talk on separate projects are implemented. It allows to delete automatically records with expired storage life, making room for new calls.

The company received single solution for service of customer appeals using relevant communication options. The interface of the program and interaction with a system are simplified that allows employees to ask less often for the help IT specialists. Terms of solving of tasks are so reduced, and thanks to it clients receive better service — Polonsky reported.

During a coronavirus pandemic this platform just saved us — with former telephony we could and not master transition to 'udalenka'. We quickly transferred all operators to remote work, having made it at the same time absolutely transparent. We had no uniform day when the result would be lower, than in 'peace' time. The quality of work of contact center and customer service RESO-Garantiya appeared at very high level.

As Andrey Zaytsev, the director of the department of contact centers and the robotic NAUMEN systems noted:

In 2020 we analyzed work of contact centers of 71 insurance companies and were pleasantly surprised that colleagues from RESO-Garantiya showed some of the good results — more than 93% of calls were received within the first 90 seconds, and consultation at the first address is rendered in 90% of cases. The company sets high standards for the industry, and we hope that it will also be promoted by our cooperation.