SberMarket accelerated the work of the contact center using the NAUMEN product ecosystem

2022: Contact Center Acceleration

On June 3, 2022, the online product delivery service SberMarket announced that it had optimized customer service thanks to the implementation of NAUMEN products. The company uses the Naumen Contact Center communication platform to automate contact center workplaces, and Naumen WFM to manage personnel loads. Solutions allow you to process up to 600 calls from customers at a time.

SberMarket uses the Naumen Contact Center solution to process incoming calls and automatically call customers to collect feedback about the quality of service. Thanks to integration with the company's internal IT system, the operator's questionnaire displays an administrative panel window that allows you to track the status of orders. The questionnaire is launched automatically regardless of the call mode, and when the call is completed, all data entered by the operator is saved in the system. The platform replaced the Oktell solution, which did not meet the company's increasing technical requirements and did not allow the contact center to scale in the future.

With Naumen WFM, SberMarket manages the staff of two contact centers and a remote contact department in different cities: it plans the distribution of incoming and outgoing calls, letters and messages from chats to operators. For flexible employee load management, the company uses automatic scheduling tools: from the Naumen Contact Center communication platform to the Naumen WFM system, data on the load on the contact center and the actual employment status are transmitted for optimal distribution of tasks between operators. Employee statuses allow you to monitor the observance of labor discipline and service targets.

"During the pandemic, retail and delivery services faced an increase in demand for remote service. This trend continues, and companies are looking for solutions that will ensure stable operation of the contact center in high-load conditions, as well as omnichannel communications and optimal planning of labor resources. Using our products in conjunction, companies get technology and avoid the added cost of integration. All this simplifies the task of subsequent support of the IT infrastructure, " noted Sergei Popov, Director of the Department of Contact Centers and Robotic Systems NAUMEN

"Our company is growing. At the start, we used those solutions that were relevant for the work of the contact center with 30 operators. In June 2022, we have 550 operators. The NAUMEN ecosystem allows you to flexibly scale and increase functionality by connecting channels, introducing chatbots, speech analytics and other technological 'chips', " told Svetlana Velmozhina, director of the customer care service of SberMarket