Reply optimized operating costs of outsourcing projects with Naumen Contact Center SaaS

2023: Move more than 150 projects for maintenance to Naumen Contact Center SaaS cloud solution

On January 10, 2023, the company Naumen announced that it outsourcing contact center Reply had transferred more than 150 projects for maintenance cloudy to the solution. In the Naumen Contact Center SaaS month and a half since the transition, more than 300 thousand incoming and outgoing calls have been processed on the platform for more than 20 customers.

Naumen Contact Center helps serve both inbound and outbound projects. The solution provides for various types of work: Reply performs part of the outgoing calls in a fully automated mode - without the participation of the operator, for some projects a combined scheme is used with the ability to access the employee.

Among the clients of the Reply contact center, whose projects are serviced using the Naumen solution, logistics companies, online stores, microfinance organizations, as well as government agencies. In particular, more than 30 thousand calls were processed by the hotline operators of the Center for Hygiene and Epidemiology in St. Petersburg to register cases of coronavirus and community-acquired pneumonia, more than 140 thousand calls were accepted and made on projects that are underway for Rospotrebnadzor.

The company operates in a highly competitive market, which is also characterized by significant fluctuations in demand. The pandemic has shown that you need to be able to quickly scale across workplaces, connect remote employees, and optimize operating costs. This is now helped by the cloud platform Naumen Contact Center, told Yulia Spryzhkova, CEO of Reply.

The cloud product provides transparent management of contact center costs and eliminates the need to support the solution on the client side. At the same time, the projects customize the platform taking into account the needs of a specific customer, noted Sergei Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.