VS Robotics automates the operation of the FGC contact center

2024: Implementation of the voice analytics system

The FGC Group of Companies has introduced a voice analytics system from the developer of IT solutions for business VS Robotics (part of the Sberbank Group) into its contact center. VS Robotics reported this on February 6, 2024.

By evaluating 100% of customer conversations, voice analytics from VS Robotics allows you to increase the efficiency of the contact center, improve client service and increase conversion to a deal.

FGC Group Contact Center managers interact with customers on both incoming and outgoing lines on the sale of apartments, the appointment of meetings for the sales department. The voice analytics system will allow you to monitor the work of managers, identify the best practices of interaction with clients, problem situations and growth points for the business. In addition, the system provides additional control from the company's security service.

Optimizing customer service with voice analytics and artificial intelligence is a key trend that provides understanding of customer requests and a high level of service. The VS Robotics voice analytics system analyzes customer dialogues more quickly and efficiently, making it possible to effectively anticipate their constantly changing needs, "said Evgenia Utkina, head of VS Robotics.

We systematically work to improve and implement services that increase the loyalty of our customers to the company and product. We need a voice analytics service for a more thorough study of customer experience, analytics of a large volume of incoming calls and a more prompt response to requests from our buyers, "said Svetlana Birina, Sales Director of FGC Group.