Mototelecom Call center

Mototelecom™ Call center is the complete solution of processing of the entering and outgoing calls, with a big set of intellectual functions, and is intended for the companies whose business is based on permanent communications with customers and partners.

The technological effectiveness of the solution Mototelecom Call center allows to provide full control of activity of operators for the best planning of amount of works and quality improvement of service. The intelligent auto attendant (IVR) entering the solution will allow to satisfy as much as possible the client's request without involvement of agents of bank using the branched system of "dialog".

Integrating Mototelecom™ Call center with the CRM system the company has an opportunity:

• increase quality of work of dispatching service due to increase in processing speed of the entering / outgoing calls
• improve quality of work of sales managers due to use of function of mass autocall-down and SMS notifications of regular customers
• optimize costs due to cost reduction for communication
• enhance marketing activity due to simplification of work on data collection for quantitative researches.

Specific Features:

• The call center of Mototelecom™ has no restrictions for quantity of incoming lines of any type, operator places and internal subscribers and does not require acquisition of licenses for prolongation of term of use of a system.
• The web interface compatible to all widespread browsers creates program and platform independence and provides secure access to Call center of Mototelecom™ from any computer.
• Panel of the operator – the convenient, intuitive, individually configured management tool the entering and outgoing calls.
• The supervisor can exercise control over work of operators, manage queues of calls in different services, redirect calls, analyze loading of operators, plan and optimize changes, combine full and part-time employment and analyze productivity of calls
• Logical consolidation of operators in Services gives the chance to service several hot lines at the same time and to perform outsourcing services / offshoringa. Each operator can consist at the same time in several services with different value of skill-qualification in each of them. It allows a system to send the most important calls to the most experienced operators automatically.
• The knowledge base organized by the principle of wiki which maintenance operators can edit and fill up provides with all necessary information on the current request. The sections of the Knowledge base available to each operator depend on those services in which he consists.
• The Avtoobzvona service which does not have restrictions on quantity of simultaneous calls and campaigns of call-down in the automatic mode conveys the prepared information to clients on lists or databases by means of phone calls, Sms and faxes. Besides, Avtoobzvon can be used for load balancing on operators.
• Detailed reports form in the form of tables or diagrams by all call center, service, group of operators in service and the certain operator. This function allows to obtain various statistical numeric and qualitative data by the set parameters.
• Corporate billing performs routing of calls by the smallest cost, controls communication expenses, conducts calculations of cost value and an economic benefit from each type of calls and also the analysis of expense structure.
• Visual real time monitoring of loading of call center allows to control in real time work of all operators at once.
• Ability to integrate with databases (To an Active Directory, MySQL, MSSQL, Firebird, DBF, etc.) and CRM/ERP - systems (1C, MS Dynamics AX/NAV/CRM, etc.) by means of ADO/ODBC technology gives the chance in the automatic mode to update the available base of clients and other data and also to export elements of a panel of the operator to the customer's CRM system.
• The full-function IP PBX is a part of Call center of Mototelecom™.

The specialized platform based on Mototelecom Call Center is intended for creation of the multifunction centers (MFC) of provision of services to the population according to Federal law N210 of July 27, 2010 "About the organization of providing the public and municipal services" According to Federal law N210 of July 27, 2010 "About the organization of providing the public and municipal services", in many regions of Russia work on creation of the multifunction centers (MFC) aimed at increase in the service level of local population is begun. The solution of this task is assigned to regional authorities. Representative offices of municipal and federal services are interested in creation of MFC as in the tool for quality improvement of interaction with the population. MFC significantly simplifies process of receiving public services as functions in the mode of "one window".

On the basis of software of Mototelecom Call Center the Mototelecom company developed the specialized platform for creation of MFC. The solution forms a basis for the center of processing of telephone citizens' appeals, helps operators and administrators to keep track of the statuses of accomplishment of requests, promotes acceleration of rendering services to applicants and also allows to integrate all services MFC in a single system. Also important aspect of work of MFC is creation of video receptions on the basis of the system of a video conferencing Mototelecom Videomeeting which provide to representatives of the government one of the most convenient formats of work with inhabitants of the region.