Softline helped create a contact center for the Russian Union of Auto Insurers

2021: Implementing IP Telephony Solutions for Contact Center

The Softline company put and introduced decisions on telephony for the contact-centrarossiysky Union of Motor insurers (RSA). As a result of design work, a flexible and customizable call center based on modern technical solutions was created in the central Moscow office of the PCA, Softline reported on August 3, 2021.

The PCA was faced with the task of migrating from the old PBX without functional losses, which regularly failed, was not reliable enough. Softline has offered a solution from Cisco. At the end of the project, the contact center not only received the complete tools provided for at the old exchange, but also expanded the functionality.

Softline expanded the station to 550 IP subscribers with the ability to scale to 600-800 without replacing equipment. The company provided tools for collecting statistics and generating real-time reporting (with the possibility of displaying visual screen forms, for example, on a TV in the CC control room) and in "history" mode with the option of uploading reports. As a result of the project, the Union also got the opportunity to record calls and build an interactive voice menu (IVR) system, which will significantly unload contact center operators.

The implementation of the solution was carried out by a team of Softline engineers. During the implementation, the range of their tasks expanded, but this did not prevent the successful completion of the project. For example, in connection with the coronavirus pandemic, it was necessary to add mobile clients for call center operators so that they could work from home.

"The customer selected a partner who has the appropriate experience and competence. Softline has a qualified staff to provide services and technical support: both managers and telephony engineers. We quickly responded to requests, provided specialists who quickly traveled to the customer's facility, conducted a survey and phased implementation, "said Stanislav Petrov, head of Softline Key Customer Services.

"The high level of qualification of Softline specialists and prompt response to changes in the terms of reference made it possible to carry out this project in accordance with the developed schedule and achieve the expected results. We highly appreciate the joint work with Softline and taking into account the professionalism, quality and mutual understanding in fulfilling contractual obligations, we look forward to mutually beneficial cooperation, "said Sergey Alekseev, head of the department for the operation of information systems and infrastructure in the Russian Union of Auto Insurers.