"League of Stakes" optimized the work of the contact center together with Nexign

2023: Cascana Platform Rollout

Nexign On July 11, 2023, the company announced the introduction of a comprehensive solution contact center bookmaker in the company. " Betting League Technologies made it possible to speed up the processing of client calls, optimize the process of managing the labor resources of contact center employees and increase the overall efficiency of customer service.

The project used omnicanal a platform, Cascana by "Storm Technology" a subsidiary of Nexign, to organize a single contact center specialist workplace. It provided the capabilities robotizations of maintenance functions, automation of body processes, marketing feedback collection, processing of claims cases and scenario automation of end-to-end. business processes In addition, the platform provided support for interaction through voice and digital communication channels, such as telephony intelligent. chat boat The project also contained to cloud service conduct voice speech analytics and analysis chats with customers using technology. machine learning

The key step in improving customer service was the development of digital service channels. Our company went this way during the period of import substitution. Thanks to the capabilities of the product, we managed to increase the bandwidth of the contact center by almost 2 times. Together with the contractor's team, many cases of product customization for our specifics were worked out, including various types of integration with internal systems. In the future, it is also planned to introduce a number of improvements that will further reduce the consultation time and improve the satisfaction of our clients, "said Stanislav Anikin, head of the communications automation group of the League of Stakes.

The presence of a modern contact center is a necessary component of productive interaction with customers: it is needed to improve the quality and reduce service time. It is important that after the appeal the client remains satisfied, and his problem is solved, - said Vladislav Schmidt, CEO of Nexign Solutions. - A comprehensive solution in which we used developments from partner companies made the work of the contact center more efficient. Many functions were automated, employees gained quick access to the necessary information, and customer service became better and faster.

The comprehensive project of introducing Russian software into the contact center of the League of Stakes company has proven its reliability in load testing.