Sogaz removed the software of the American Genesys and switched to the Russian system for the contact center
| Customers: Gas Industry Insurance Company (SOGAZ) Contractors: Sigurd IT company, K2Teh Product: Sigurd-Mind IP Contact-center Project date: 2025/10
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The insurance group Sogaz"" completed the migration of the contact center from the American platform Genesys Customer Experience Platform to the domestic solution. Sigurd-Mind The company was engaged in the introduction of the Russian system IT. K2Teh The transition allowed 2.5 times to increase the number of requests processed in non-voice communication channels. The customer loyalty index for topics handled by the robot rose from 25% to 87% after migration. This was reported by the press service of K2Tekh on October 8, 2025.
The goal of the insurance company was not just to ensure an uninterrupted transition to an independent analogue. The task was to deploy a platform with advanced functionality for business development. The decision to switch to Russian software was made to avoid risks associated with the use of the foreign vendor platform. The customer chose the Russian Sigurd-Mind platform from the Sigurd-IT vendor. The proposal came from the IT company K2Tex, which implemented the solution.
The technological basis of the new contact center includes equipment for two data centers. The virtualization environment is deployed with the installation of the Sigurd-Mind platform. Additionally, the Iskra Technologiya session border controller has been introduced. The BSS text robotic service system processes client requests. The Plus7 Mayak Knowledge Management System provides information to operators. The project team set up a complete integration between the contact center and telephony. Interaction with CRM, SBC and WFM system ensures a single ecosystem. Integration between the existing chat platform and the new bot platform is complete.
Adapting the platform to the growing needs of the business has become an important part of the project. K2Tex specialists have implemented a real-time reporting system. Adapting to Sogaz requests has enabled the configuration of backup of key elements.
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