Contact center "Rosgosstrakh" switched to Naumen

2024: Implementation of Naumen Contact Center and Naumen WFM

SC Rosgosstrakh"" completed the migration contact center to the Russian products and. Naumen Contact Center In Naumen WFM the solution, 220 operators process up to 465 thousand calls per month. The system provides 95% accuracy of workload prediction. Project executor -. AMT GROUP This was Naumen announced on September 20, 2024.

As part of the migration of the Rosgosstrakh contact center to Naumen, the import substitution of the communication platform and the workload management platform from Genesys was carried out.

At the start of the project, AMT GROUP specialists collected information on the current state of the contact center, developed documentation and organized a test loop of the platform for checking integration with Naumen Service Desk, which was introduced earlier. After that, the contact center platform was put into industrial operation to process customer requests.

During the implementation of the task, a questionnaire was developed in which operators enter information on client requests: personal data, contract numbers, topic of the appeal, data on insurance events. This data is stored in the Naumen Contact Center reporting database. A single internal telephone directory helped speed up line switching and improve call transfer accuracy.

Naumen's WFM solution helps you plan work schedules and breaks based on employee preferences, monitor operator punctuality, and count the exact time of a specific activity to calculate employee KPIs. Thanks to Naumen WFM, operator punctuality does not drop below 90%, and the payload on contact center operators is at 87%.

Naumen WFM made it possible to significantly simplify load forecasting, scheduling work schedules and adjusting activities during the day: building a schedule of operators for a month now takes 2 minutes. Access to a scheduled personal account is set up at the operator's workplace in the Naumen Contact Center in "one window" mode to manage the schedule in one application.

In this system, on the basis of Naumen, 220 operators of the Rosgosstrakh contact center process up to 465 thousand calls per month. The system provides 95% accuracy of working load forecast in the cross-section of specified time intervals.

Шаблон:Quote 'author = said Nikolay Ananyev, head of the methodology department of the client service of IC Rosgosstrakh.

The use of a solution from a domestic manufacturer, which has repeatedly proven itself in many projects for customers of this level, as a basis for building a contact center, allowed us not only to meet the current needs of Rosgosstrakh employees, but also to prepare a basis for the implementation of further plans for integration with various systems of the company. Thanks to the experience of the project team, as well as due to convenient and flexible tuning tools from Naumen, the transfer of the contact center to the domestic platform has become seamless for the IT service and painless for the customer's business. said Alexey Zhirnov, Director of the Communications Solutions Department of AMT GROUP.