Bosch Contact Center in Russia and the CIS has optimized service based on the Naumen cloud platform

2024: Move to Naumen Contact Center

Contact center groups of companies Bosch in Russia and CIS countries transferred service Genesys from to the cloudy platform. Naumen Contact Center SaaS The solution allows you to process up to 11,000 requests per month and flexibly scale capacity. This was Naumen announced on September 3, 2024.

The Bosch contact center in Russia and the CIS serves consumers of brand products, and also provides outsourcing services to Russian technology companies. The migration project is caused, among other things, by the need to flexibly manage costs, build reporting and quickly increase the capacity of the contact center to support a growing number of consumers.

The system is configured IVR (interactive voice menu), which provides routing of incoming calls to operators depending on the topic of calls. Call processing is carried out in a single working window, where all necessary is displayed. information

This solution allows you to process up to 11,000 requests per month and flexibly scale capacity. In the six months since the transition to this platform, 66 employees of the Bosch contact center have processed more than 57,000 requests.