Inventive Retail Group has transferred remote customer service to the Naumen Contact Center SaaS platform

2023: Translated to Naumen Contact Center

On February 8, 2023, Naumen announced that Inventive Retail Group has transferred remote customer service to the Naumen Contact Center cloud solution. On the platform, the company handles calls from customers of retail chains Street Beat and re: Store. The transition to this system made it possible to increase the transparency of the management of projects for processing incoming calls and outgoing calls and at the same time reduce the share of the outsourcing company's participation in working with client requests.

With the Naumen Contact Center SaaS tools, the company addresses a variety of retail customer support challenges. Operators answer questions on orders and goods, for example, clarify the presence of individual items and current prices, as well as talk about promotions and special offers. Outgoing calls are made to confirm the order or inform about its current status. Calls are made in semi-automatic mode: the operator can both select an arbitrary number from the job queue, and the contact of a specific client. Over the four months of operation on this platform, the Inventor Retail Group contact center has processed more than 55 thousand calls.

We only worked with outsourcers for a long time. Over time, they came to the understanding that some tasks are better worked out on their own, and created a small contact center within the company. With the transition to the cloud version of Naumen, project management has become much more convenient, and the capabilities of analytics have expanded. In addition, the platform allows us to scale flexibly in workplaces, "said Inna Matchina, director of customer appeals at Inventive Retail Group.

When starting a contact center, a significant part of the budget is associated with creation, IT infrastructures fault tolerance, configuration AUTOMATIC TELEPHONE EXCHANGE and other technical issues. Using the Naumen platform on a subscription basis shifts these costs to the vendor, which allows the customer to reduce start-up costs by up to 60%, - said the Sergei Popov director of the department of contact centers and robotic systems Naumen.