Note Modus. Contact center

Main article: Call center: purpose, types and tasks

2024: Adding Widget Factory, Smart Scripts, and Built-in WFM Service

The NOTA MODUS CRM platform team has expanded the functionality of the contact center using tools - Widget Factory, smart scripts, as well as the built-in WFM service. They will speed up customer service and make it easier to set up workflows for analysts. The Holding T1 announced this on September 5, 2024.

Widget Factory is a low-code tool for managing client cases that allows company analysts to create widgets of the operator's working window. This functionality significantly speeds up integration with the company's systems, makes it possible to collect a single user profile from all internal systems and display it during interaction with it. This reduces the processing time of the case by up to 30%, since specialists no longer need to search for data manually.

Thanks to the update, metrics became available in the solution: data on the operational status of operators, the number of requests processed and requests in the queue. The visibility of this information allows you to track real-time performance indicators of employees and exceeding basic thresholds.

IN NOTE MODUS. The contact center also appeared smart scripts - interactive scenarios, with the help of which contact center specialists will conduct a dialogue with the client in accordance with corporate standards. A convenient constructor allows you to add, edit and link conversation steps using flowcharts. At the same time, answers are recorded in the reports, and employees can analyze the effectiveness of passing scripts and improve the quality of service.

A built-in work schedule management system (WFM) will help contact center managers monitor key employee performance indicators online: the duration of post and case processing, as well as the actual hours worked in contact with the client, so that managers can quickly identify and eliminate bottlenecks.

For September 2024, we strive to combine all the necessary solutions for contact centers into a single fault-tolerant platform. With the new tools, analysts and supervisors can customize the operator work window themselves and quickly integrate the system with any data source. And built-in dashboards with indicators of employee performance and a WFM solution will reduce the processing time of requests by two to three times, - said Arseny Metelin, Product Director of NOTA MODUS. Contact center.

NOTA plans to increase the fault tolerance and performance of the product, as well as the integration of the widget factory with smart scripts for building complex scenarios in demand by large business.

2023: Presentation of the solution "Note Modus. Contact Center "

On December 6, 2023, Vendor Nota (T1 Holding) announced an updated version of the omnichannel solution for automating the operation of the contact center - NOTA MODUS. Contact center.

The updated module provides omnichannel support for communication with the client - by phone, in instant messengers and via SMS - with recording of the fact and details of the appeal in the CRM system. This allows interaction history to be used for consulting, telemarketing, auto-informing customers, and automatic operator load control.

NOTE MODUS solution. The contact center is especially relevant for Enterprise companies that have a need import substitution ON for a contact center or replacement of outdated customer tools. The updated product of the NOTA vendor helps to organize effective work through all communication channels in single window mode. Everything, information including the customer's profile, his orders, requests, message and call history, is always at hand and is available to the operator in the form of a showcase. data Thus, the company can get rid of the abundance of third-party systems, files scripts, mailings and bots.

The solution automatically distributes incoming requests to operators, taking into account the competencies and work calendar of employees. The system also has a built-in assistant, knowledge base and scripts for conversation, and after communication, a specialist can record the contact results in the card. All these functions make the operator's workplace convenient and facilitate the adaptation of new specialists. The solution also helps the heads of departments to analyze the load of operators and control the implementation of KPIs.

The CRM platform, part of which is a contact center automation solution, has a microservice architecture and technology stack, which ensures its flexibility and scalability depending on business needs. This means that the company can introduce new functions and modules, including NOTE MODUS. Contact center, in stages, without stopping business processes.

We are developing NOTE MODUS. A contact center to help our customers ensure high quality and speed of service, increase loyalty and establish long-term relationships with customers. The customizable functionality of the product makes it as flexible as possible, which means it will allow companies to effectively adapt the system to solve specific problems. All this makes the tool convenient not only for communication with customers, but also for optimizing the work of the contact center - with its help, the business will be able to determine and predict the exact load of operators and, as a result, reduce operating costs, "said Yuri Matsygin, director of the production unit of NOTA (Holding T1).