Audiotel - OSS/BSS

The outsourcing call center Audiotel completed the first stage of the project on transition to the new technical platform. Again implemented software solution Naumen Phone Outsourcing with the developed functionality provides service of the order of the key partner of call center today, allowing to carry out tasks of different level of complexity qualitatively. The supplier of a product and the contractor of the project – NAUMEN company.

The call center Audiotel professionally services corporate clients on the terms of outsourcing for several years. In 2010 the company management began to look for replacement to the used equipment. The limited functionality of the old platform which is not allowing to carry out separate tasks of projects of the clients and also – achievement of a limit of number capacity of the equipment was the reasons for this purpose.

The order of the strategic partner became the first candidate for service on the new platform that demanded from Audiotel of careful approach to the choice of the software solution, with conducting preliminary software testing.

There were several selection terms of a new product at Audiotel, the main of them: a possibility of separation of business processes and processes on acceptance and processing of telephone calls of call center; a possibility of accomplishment of operational tasks by call-center managers independently, without the assistance of technical specialists.

After the careful analysis of proposals of different suppliers the management Audiotel stopped the choice on the NAUMEN company having a pilot team of specialists in creation of call centers and own software solution Naumen Phone Outsourcing integrating in itself the multifunction tool for acceptance and call processing and Business Process Management Suite of call center.

As noted in Audiotel, the functional completeness of the selected product is combined with good scalability, support of the distributed operation mode of call center, support of jobs of operators based on free Linux OS and also – a possibility of the organization of data exchange with external information systems.

"Now on the new platform the big project of MTT company is started. In requirements to this project the customer specified need of implementation of function of assessment by the subscriber of a conversation with the operator. The new solution successfully with it copes with a powerful IVR system. On the old platform this function was exclusively difficult to be implemented. Actually IVR services up to 50% of the arrived calls, reducing load of operators, – Salosin Roman, the technical director of the company Audiotel notes.

Start of a new information system was preceded by a complex of the works performed by specialists of NAUMEN company including: development of a packet of the project documentation, setup of basic functions and system modules according to technical specifications, implementation of support of the SIP protocol for integration with an internal system of the customer, training of call center agents.

The new platform unrolled today on the call center platform gives the chance to call center specialists to solve the whole range of problems of the executed project of the client independently, without the assistance of technical specialists: control the project course, create reports in different cuts, manage the database, etc. It became possible thanks to available as a part of the solution of function for service provision management – Naumen OPMS (Outsourcing Project Management System)

Using functionality of the solution employees obtain statistical information on telephony of call center, also in a system the call recording for quality control of work of operators as the management of call center and its customer is kept.

The interactive help desk (IVR) constructed by IT specialists Audiotel independently allows the client of call center to be guided quickly in sections of the menu and to select from the automatic mode not only the reference information, but also to listen to information on a status of the account, without resorting to the help of the operator.

Now the new platform works in parallel with an old system. Estimating results which are shown today by Naumen Phone Outsourcing, Roman Salosin emphasized: "The NAUMEN platform has good perspectives to become the main for high-quality service of projects of clients of our call center". Increase in quantity of jobs from 40 to 100 company plans until the end of the current year.