The Ufa operator "Circuit Ekstern" implemented call center of Oktell

The Telephone systems company completes commissioning of a communication framework of Oktell for technical support service of INIT company.

The company performance of INIT consists in involvement of new subscribers for Kontur-Extern service. This service is applied by transfer on the Internet tax, pension and other forms of the reporting in regulatory authorities of the Russian Federation. Growth of number of subscribers who are connected to a system raised a question of quality of maintenance. It is more than users - a heavy load on technical support service.

In order to avoid failures of the equipment and reduction of inconveniences to users of a system of Kontur-Extern, it was decided to replace automatic telephone exchange of the company and to implement the project based on technology of Call center. Process of implementation took one month.

The choice of the solution assumed universality, intuitive clarity, scalability, the coordinated work with CRM and minimization of cost of support. The starting price of implementation, how many cost of ownership of a system was significant not so much. It was important, having paid money for software, the equipment and setup, not to appear "on a needle" at the supplier when each unplanned adjustment of a system pours out in additional costs.

Under the terms of the supplier, process of implementation was described at a forum. Thus, the company had an opportunity to work with the Oktell platform, having avoided purchase "blindly".

In the most demanded functionality of a system: an opportunity to work with a call recording, statistics, processing of faxes by means of e-mail, fast replacement of IVR (Interactive Voice Response). IVR helps with work at failures and need of operational informing clients - the client receives a guide to action as how to do. The voice menu allowed to distribute resources of the company more effectively.