SAVS (Infinity)

"Siberian Agency of Air Traffics" (SAVS Ltd) private company the largest network of aviacash desks in the West Siberian region, sells not only air tickets, but also train tickets and tours. Modern terms of service of passengers set the new tasks of improvement of quality for the company. For their solution in 2010 in SAVS Ltd forces of specialists of Trading house of "The communication system and mobility" * formed contact center based on the hardware and software system Infiinity (development of Weathervane Sale company).

As the CEO of SAVS Ltd, Alexander Syuzyaev told, many calls came to the phone number for enquiries of the company, at the same time there was no opportunity to trace how many it is required operators and lines for call acceptance whether it is enough of those that were at that time. Besides, before project implementation there was no load distribution on operators, a time recording and a call recording, it was impossible to identify the calling subscriber and to provide to VIP clients higher level of telephone service.

"the C system implementation of Infinity we really saw percent of the lost calls. Now calls are serviced on a necessary algorithm, at the same time repeatedly calling client automatically unites to the operator talking to it last time and being it is aware of the discussed issues. Clients had an opportunity to order a call back instead of waiting for release of the operator or to leave the message in voice mail, - Alexander Syuzyaev tells. - An important factor is service quality control – now the supervisor in real time can be connected to a conversation, listen to the operator, then correct his errors. We can check distribution of working time of the operator that, along with wide use of IVR (the intellectual voice menu), allows to service the bigger number of the entering addresses smaller number of operators now.

According to Syuzayev Infinity choice as central core of a system of telephone service it is caused by the fact that it as much as possible met the requirements and tasks, at the same time, had the clear interface and scalability. "We tried also other system, but the call center of "Infinity" was pleasant to us more: attendant workstation is more clear, it is more than functions of the supervisor, a possibility of viewing charts, statistics", - he adds.

"At the beginning the basic project - creation of contact center of information service on execution of tickets by orders accepting calls by number 056 and 8-800-2001-056 was implemented, - Neverov Dmitry, the CEO of TD "SSM" tells about project stages. - Further we made integration with a telephone network of the enterprise, the travel agency and department of work with corporate clients are connected to a system, voice menus, a call from the website are developed and implemented, integration into the used Customer Relationship Management System based on web of technologies is made, work with mass call-downs and mailings of SMS is adjusted".

Among features of the project Neverov noted heterogeneity of external lines – along with normal analog lines also E1 flows for communication with specialized telephone exchange of Sibirtelecom and legacy automatic telephone exchange of Definity are used here and number 8-800-2001-056 gets on VOIP i.e. on the Internet. The distribution of a communication network is also deserving attention, according to him – territorially remote operator places and subscribers of automatic telephone exchange are used. "And all this is supported by only two specialists of IT department that speaks both about high professionalism, and about simplicity of administration of a system", - he adds.

• TD "SSM" has the status of the Golden partner of Weathervane Sale company.