Naumen Phone Outsourcing (Noda Contact Center)

In the Russian market the product Noda Contact Center is known as Naumen Phone Outsourcing. According to the report of RBC, it takes the third position on prevalence of use of software solutions in TsOV of Russia, every year the share of use of the software solution Naumen for automation of activity of call centers increases in comparison with competitors. So, in comparison with last year, in 2012 Naumen share in the Russian market grew from 6% to 8% of all created jobs of operators, and penetration and prevalence of use of the solution Naumen Phone Outsourcing in outsourcing contact centers increased from 11% to 13%.

Dmitry Manin, president of NAKTs, CEO of CRM-Design LLC: "Naumen Phone Outsourcing is very reliable and scalable solution on which a number of contact centers works at the Russian market. Besides, in these call centers the solution is integrated with a large number of applications that allows to manage effectively work of call center in general, including customer service quality management. And this advantage not only the product, but also his developer – the NAUMEN company acting also as integrator. One more striking trait of this solution and, perhaps, main, – an ability to manage combination calls and business processes of call center".

Oleg Zeldin, the vice president of NAKTs concerning standardization, certification and training, the CEO of Apeks Bergh Contact Center Consulting LLC: "In my opinion, the solution Naumen Phone Outsourcing considers requirements as outsourcing call centers in respect of flexibility of setup, and, respectively, customers need of these contact centers as it is important to be able to create the solution answering to tasks of the specific customer. Solutions of this kind are always demanded by the outsourcing industry. Earlier the sall-centers tried to make independently something, to develop own software. And Naumen Phone Outsourcing – one of the first professional solutions for outsourcing call centers which is created by the company which is engaged in development of software products".

Alexey Drozdetsky, development director of contact center of National Cable Networks company: "Naumen Phone Outsourcing is the modern complete solution. This product is well-known in the Russian market and works in outsourcing call centers of different scales".

From the moment of entry of Naumen Phone Outsourcing into the market in 2006 the NAUMEN company develops possibilities of the solution, releasing regular updates taking into account customer needs and trends of development of the world market of call centers. Based on Naumen Phone Outsourcing such known Russian outsourcing call centers as "Call center of GRAN", Audiotel, IQ Line, "KONNEKT" and many others successfully work. Very soon, in April, 2012, Naumenpredstavit the solution in the market of the Pacific Rim.

According to data of researches of RBC (summer of 2012), a share of NAUMEN among all solution providers for call centers, including foreign vendors, makes 8% by quantity of jobs and 13% – by the number of implementations of software in outsourcing call centers (in previous year – 6% and 11% respectively). Thus, the NAUMEN company on both indicators not only saved the third largest share, but also increased it at the end of 2011. As it appears from the data provided in the report of RBC, the number of the automated jobs in call centers based on the solution Naumen Phone Outsourcing in a year increased by 62.5%.

In 2012 the total quantity of projects of automation of the call centers executed by NAUMEN company for all the time of work in the market makes 304, total quantity of the set jobs – over 10,000. The significant projects of NAUMEN for outsourcing call centers implemented for the last year: opening of the new platform in contact center of "GRAN", increase in quantity of jobs twice in call center of New Contact, transition to the solution NAUMEN of contact center TContacts, expansion of call center "Konnekt", creation of contact center of Marko (Belarus).

As analysts of RBC note, relying on own assessment and data provided by market participants for last year (from May, 2011 to May, 2012) the number of jobs in outsourcing call centers increased by 21.9%.

Noda Contact Center

Noda is a leading developer of software solutions for call centers. We are delighted to offer our partners and customers from the Asia Pacific region a complete solution, designed for the automation of call centers. For over 10 years Noda has been developing and improving its solution. We also provide consulting services to our partners in the implementation and technical support for our product. Together with our partners we have successfully implemented over 800 projects.

Noda is a flagship advanced software solution designed to automate the activities of outsourced and in-house call centers. It is one of the most mature and field-proven IP call center solution in the world today. The product is a comprehensive solution that combines an advanced IP call center and an information system for monitoring and campaign control. Today more than 300 call centers operate using Noda solution, with a total capacity of over 10 thousand agent's workplaces. Call centers working with Noda solution serve more than 10 million customers per month.

What reception facing product

• Backoffice & reception services
• Telemarketing, surveys and questionnaires
• Sales lead generation and appointments
• Customer care
• Customer retention & recovery
• Help desk etc.

2012: Expansion to Philippines

The Naumen company announced in September, 2012 an output of the solution Noda Contact Center to the market of Philippines. Expansion to Philippines is the first stage of strategy implementation of an entry of Naumen company into the market of the Pacific Rim, for this purpose and the Noda brand was specially developed, reported in the company.

Naumen estimates Philippines as dynamically emerging market. According to the report of Business Processing Association of the Philippines (BPAP), the country takes the first position in the world in the field of providing voice services, advancing India which was earlier the leader. In 2011 the industry of TsOV (call centers) of Philippines attracted a comprehensive income in the amount of $11 billion. In more than 700 outsourcing and corporate call centers of the country 638 thousand employees work.

"In the course of search of target markets we visited India, Vietnam and Philippines where we met key players of the market TsOV and authoritative associations. It is obvious that Philippines are interesting to us first of all because by 2016, according to the experts BPAP associations, the market of call centers of this country will become almost twice more, and its turnover will make more than $25 billion — the CEO of Noda Andrey Zaytsev told. — We expect that the product Noda Contact Center will be competitive against the background of solutions of other players of the market".

According to him, the feature and competitive advantage of Noda Contact Center consist in an opportunity to manage not just queues of calls, and all processes of call center that it allows management to be focused on business development and profit earning.