Svyaznoy Group starts operation of multi-profile customer support center

The Russian system integrator Oberon completed the construction of hi-tech multi-profile Customer support center Svyaznoy Group and Svyaznoy of Bank.

To the project

Due to growth of business of Svyaznoy Group and also development of the loyalty program Svyaznoy Club and Svyaznoy of Bank the decision on construction of the joint center for processing of the entering addresses, commission of outgoing calls, order placement of clients of online store of retail network, remote customer service of Svyaznoy of Bank is made.

Project

Construction of a data processing center began in June, 2010, and in DPC the 700 kW October is brought into trial operation. Also by October laying of communication networks in center premises, deployment of the equipment and software in workplaces of operators then the first staff of the center got to work came to the end. In five months all infrastructure – conditioning systems, fire extinguishing, uninterrupted power SCS and so forth is put into operation. In the project solutions and technologies are used APC Panduit, Wilson, Huber – Suhner, Legrand, is unrolled the equipment Avaya, applications NICE. All installed software products and solutions are integrated with systems Svyaznoy Group and Coherent Bank.

In practice it means that the operator, receiving the client's call, can instantly identify calling on entry in the database CRM- systems or to enter the new client to base if there is no such record yet. It is possible thanks to close integration of the application Avaya Interaction Center and CRM Svyaznoy Group - Siebel.

Result

Within the project the personnel management system (the WFM system – workforce management) is implemented by IEX Total View. The solution allows to plan loading of operators on the basis of statistical information, to create working shifts, to manage the staff of the distributed contact center.

Here at the same time more than 800 operators can work, receiving about 10 thousand calls a day.

The systems of statistics, monitoring and personnel management are integrated. All statistics accumulates in the Avaya CMS system – such operation parameters of the center as average time of waiting of the answer, quantity of unaccepted calls and so forth are considered.

Opinions

Customer

"Today the large modern company cannot be provided without technological Customer support center. A large number of processes without which it is difficult to provide necessary customer service quality is connected with this division. Svyaznoy Group customer support center and Svyaznoy of Bank is an entrance point for millions of clients wishing to obtain quickly information on our products and services, to order this or that product in Online store or to pay some services from the bank account. Therefore it was important to us to build up such infrastructure of the Center of client support which would allow not only to automate work of operators, but also to avoid failures. We managed it. The project implemented with Oberon company allowed us to construct one of the largest and most technological Customer support centers in Russia", - Maxim Nogotkov, the president of Svyaznoy Group notes.

Integrator

"For our company the project is indicative for several reasons at once. Modern technologies of communication change business. The competition grows, and today for the large companies of level of Svyaznoy Group daily customer interaction not a just additional factor of business development, but the compulsory provision – in a different way it is impossible to work already. It is pleasant that our customers understand it – it means that the need for services of customer support centers will only increase in the nearest future. And the second, but not less important – in short terms to us was succeeded to implement the project, very difficult from the technical point of view, one of the contact centers, largest in Russia, is created that in itself – an excellent reason for pride", - Elena Buyanova, the CEO of Oberon company comments.