| Developers: | Naumen (Naumen Consulting) |
| Date of the premiere of the system: | 2001 |
| Last Release Date: | May 2017 |
| Branches: | Government and social institutions, housing and public utilities, service and household services, Real estate, Science and education, Insurance, Telecommunication and communication, Consumer goods, Trade, Transport, Tourism, hotel and restaurant business, Pharmaceutics, medicine, health care, Financial services, investments and audit, Power |
| Technology: | Call Centers, IP Telephony, SaaS - Software as a Service |
The main articles are:
Naumen Contact Center (formerly Naumen Phone) is a Russian platform that uses more than 350 contact centers from 5 to 2500 workplaces. According to the RBC 2013 report in Russia, 22% of professional outsourcing contact centers use NAUMEN solutions. The main advantages of the platform are as follows:
- The functionality of the All In One class provides all tasks within one product: inbound/outbound management, autocall, IVR , dialog scripts, call recording, questionnaires, reporting, omni channel, quality management.
- High reliability at 99.999% ensures uninterrupted operation of the contact center in 24/7/365 mode
- Fast scalability increases capacity by adding servers and buying/renting additional licenses
- Cost efficiency reduces costs while increasing the efficiency of investments in software and contact center infrastructure.
The Naumen Contact Center communication platform provides telephony, as well as receiving and processing calls through other channels (e-mail, fax, SMS, web chat, Skype). The solution uses SIP protocol, which allows you to connect VoIP gateways and subscriber terminals of various manufacturers, providing complete freedom of choice of server and telecommunications equipment.
The NCC server part runs on free software:, and OS Linux DBMS Posgtre SQL or can be used as. Oracle It is allowed to use different operating systems, Windows Linux, at workplaces. MacOS
Naumen Contact Center functionality:
- Support for IVR menus of any complexity, including DTMF:
- visual designer with a set of finished blocks;
- quality IVR for post-evaluation of service quality;
- a set of built-in reports to analyze IVR usage.
Inbound processing
- Support for any call distribution policies:
- a single queue for all communication channels with each channel priority determination;
- Intelligent routing based on information from third-party systems
- Call distribution based on attendant skills.
Outbound campaigns
- Support for all call modes: progressive, predictive, outbound IVR, preview
- configurable call order: random, by time zones, by priority, by number of attempts;
- recognition of answering machines and faxes;
- loading and processing of call sheets, including monitoring of duplicate records
- Delayed calls (rescheduling, convenient for the customer)
- Manual and automatic import of the job list.
Dialogue scenarios
- widgets that allow you to create and edit a script without the participation of programmers;
- automatic script output to the operator's softphone.
Records of conversations
- total or selective recording of conversations;
- archiving and control of access rights to records;
- Support for PCI DSS banking requirements.
Quality Management
- setting standards according to the specified criteria;
- Ranking calls by compliance
- generation of a selection of calls to the task for listening;
- customizable scorecards to assess the quality of contact processing.
Reporting
- summary statistics from questionnaires and telephony;
- unified statistics for all call channels;
- more than 40 out-of-the-box embedded reports;
- Access reports via the web interface.
Soft phone
- Software Multichannel IP Telephone:
- receiving, processing, redirecting a call;
- creation of conferences;
- management of operator statuses;
- Integration with other systems
- exploitation for Windows, MacOS, Linux.
Omni-channel
- processing of calls through different channels: voice, e-mail, chat, sms, skype, fax, calls from the site;
- Single queue for all case types
- a unified history of appeals;
- Operator participation in several projects.
Integration
- Use of IVR scripts that interact with third-party systems
- displaying the external system web interface in the softphone;
- use of third-party system data in operator scenarios;
- Importing contacts Export call results.
IP PBX
- Proprietary IP PBX and Softswitch
- up to 2,500 operators on one site;
- Scaling by connecting additional servers
- built-in load balancing module;
- hot standby function.
Campaign Management
- Manage all types of campaigns without programmers:
- a full-featured cross-platform web interface;
- All tools to customize in a single window.
Solution Architecture
Naumen The Contact Center architecture consists of modules and services, each of which performs its own function. Data exchange between modules is carried out using standard interface protocols, which allows you to physically place modules on different ones. servers This feature allows you to build scalable call centers for servicing mass calls.
The architecture diagram is shown in Figure:
2023: InfoDiode Unidirectional Gateway Compatibility
Specialists AMT GROUP and companies Naumen conducted testing a unidirectional gateway InfoDiode and platform contact center for the Naumen Contact Center organization for compatibility. This was announced on March 21, 2023 by AMT GROUP. The use of InfoDiode in conjunction with Naumen Contact Center will allow the to protect internal segment of the organization's network and preserve the ability to receive requests from customers online, process them and provide them in response. information More. here
2020: Inclusion in the showcase of technical solutions for organizing the process of remote work
On April 28, 2020, the company Naumen announced that it Ministry of Industry and Trade RUSSIAN FEDERATION had included five NAUMEN software products in the technical solutions showcase for organizing the process. remote work More. here
2018
2017: Naumen Contact Center 7.0
In this version of Naumen Contact Center, in addition to updating the Omni-Channel module, improvements affected the reporting block, integration capabilities and system resiliency. In addition, the softphone interface has been completely updated. Given the active promotion of the product on the global market, the new release of the Naumen Contact Center 7.0 platform is available in three localizations at once: in Russian, English and German.
New Operator Workplace Design
During the design, special attention was paid to improving the convenience of the operator. In particular, the capabilities of call processing have been significantly improved, the area for displaying the questionnaire has been increased. Thanks to the new intuitive interface, the operator's work will become easier, calls can be processed faster, in addition, the training time for new employees will be reduced.
More channels, more Omni-Channel
From the point of view of the paradigm, in the direction of which the entire contact center industry has recently been moving, the most important innovations relate to the development of the functionality of the Naumen Omni-Channel module. In particular, the range of possible communication channels has been expanded, it has become possible to two-way exchange of pictures, audio and video files, both when working with popular instant messengers and when processing web chat messages. Naumen Contact Center 7.0 implements a universal "instant messages" widget, through which the operator can process messages from different messengers. The possibilities of working with messages for pages in social networks have been expanded: receiving messages in discussions of individual topics, comments on photos, posts on the wall of a group/page, comments on posts, mentions, comments on goods.
Following the corporate standard
Since the Naumen Contact Center platform is focused on using a number of improvements in large contact centers, taking into account the needs of the enterprise segment. Thus, the possibilities for obtaining online reports have been expanded: in particular, online indicators through non-voice channels have been added to the reports. The obvious technological advantages of the new version include the ability to transfer all system services to Linux 7. This will provide ample opportunities to optimize the IT infrastructure of the contact center. In addition, the new version has improved the CTI API toolkit, thanks to which the system has become even more flexible in terms of customization for the customer's business processes. An important step has been taken to improve the fault tolerance of the contact center. In addition to the standard telephone server backup scheme, the new version provides hot backup of the contact center business system. Thanks to this scheme, in the event of a fall of the server responsible for displaying the questionnaire, all information that has already been entered in the questionnaire is stored in the system.
2016: Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide
The Naumen Contact Center platform is included in Gartner's global report "Magic Quadrant for Contact Center Infrastructure, Worldwide," 2016. The Noda Contact Center product (an overseas Naumen brand) retained its position in the same Honorable comments category.
2015: Naumen Contact Center 6.2
On March 17, 2015, NAUMEN announced the release of a new release of the contact center platform - Naumen Contact Center 6.2.
The new version of the product offers a wide range of opportunities to solve the current needs of large business and the public sector.
Naumen Contact Center 6.2 provides advanced features to support product and service sales, service, and first-line customer support. The following tools are offered:
- Omni-channel,
- Quality Management,
- IVR,
- reporting tools
- others.
The automatic call function has been improved, it will be in demand when working more efficiently with overdue debts and will become an indispensable assistant in soft-collection projects of large banks. The system is able to automatically recognize answering machines and connects operators to a conversation only if a "live" voice is answered at the other end of the line in order to achieve a positive result.
Platform 6.2 contains tools that meet the requirements of organizing high-tech telephone service centers (technical service centre) and unified reference services for the provision of state and municipal services with the ability to comprehensively control the quality of service, including using the call recording function. The recording module in the new release can operate in stereo mode. Recording the voice of the client and operator in different channels makes it possible to analyze them separately, thereby simplifying the task of integration with voice analytics systems.
The developers have improved the contact center control panel. Now the supervisors have the opportunity to plot key performance indicators in real time. Easily set up dialog scenarios to reduce operator qualification requirements and reduce training costs by up to 50%. In addition, a web softphone has been added to the package of Naumen Contact Center 6.2, which eliminates the need to install client applications at the operator's workplace.
The existing platform capabilities in the new version added support for multisession of web chats, which allows each contact center specialist to communicate in several chats at the same time. You can use out-of-the-box response templates to improve customer service. As part of the expansion of the capabilities of processing a large stream of incoming calls, the Callback module was scaled. The display of real-time data from external sources on the operator's screen can reduce the cost of servicing one contact, solve most issues when the customer first contacts, and offer additional products or services to the customer.
The updated product will be available in April 2015.
2012: Naumen Contact Center 6.0
In the fourth quarter of 2012, NAUMEN launched a software product to serve customers in the B2C segment contact centers - Naumen Contact Center. The new product will help medium and large companies improve the quality of service delivery and increase business profitability due to the high degree of integration of the contact center into business processes.
Naumen Contact Center (NCC) includes a communication platform for receiving and processing calls from various communication channels, and an information system responsible for managing customer service and managing contact center projects.
"Naumen Contact Center is the next step in the development of our line of call center solutions, which already has a product for automation of telephone service, Naumen Phone, and a specialized solution for outsourcing companies, Naumen Phone Outsourcing," said Alexey Sadovsky, Head of Call Center Development at NAUMEN. - Our new solution combines the most advanced technologies of communication with customers, as well as the best components tested in many projects that are common to the entire line of solutions. To emphasize continuity, we decided to start counting NCC versions with the number 6.0. "
The NCC 6.0 communication platform provides ample opportunities for working with both phone calls and calls from other channels - e-mail, fax, SMS, web chat, instant messaging. The universal approach to the organization of processing of different types of calls allows you to use uniform metrics to control the quality of service and greatly simplifies the training of contact center employees. The communication platform also includes an Interactive Voice Interaction (IVR) subsystem. With its help, the contact center can serve typical cases in automatic mode.
The information system included in NCC 6.0 provides a complete history of customer contacts. It allows you to record information about interaction with the client in a personal card, which is created when the client first contacts the contact center or as a result of loading from an external database. The card stores the entire history of contacts with the client - calls, emails, faxes, SMS, messages from web chat and instant messaging services. This allows not only to eliminate the risk of information loss, but also to personalize further interaction with the client. In addition, analyzing the collected information about contact history will help predict client behavior and build an effective model of interaction with it.
When servicing calls, contact center operators get access not only to the contact history with the client, but also can use information and reference materials from the Naumen Contact Center 6.0 knowledge base, as well as information received in real time from external sources (billing system, ABS, etc.). By presenting all the necessary information on one screen, you can reduce service costs, solve most of the issues when the customer first contacts, and offer additional products or services to the customer.
The product developers paid increased attention to the implementation of the Quality Management tool. Its main advantage is the automatic rating of completed calls according to specified criteria and an intelligent sample for subsequent analysis. This reduces the cost of ensuring quality control and training of operators. Calls are rated based on statistics collected during the execution of projects.
Naumen Contact Center 6.0 adapts easily to the external environment and therefore can be successfully applied to contact centers of companies in different industries. First of all, its capabilities will be in demand by companies that work in the retail services segment (B2C) and actively use methods of remote customer service - telecom operators, banks, transport companies, etc. The ability to configure service scenarios that control operator actions allows the contact center to solve a variety of tasks: from processing the flow of incoming calls to outgoing calls for the purpose of informing, conducting marketing surveys and sales.
The advanced integration of Naumen Contact Center 6.0 with the company's other information systems allows the business to maximize the use of contact center resources in different projects. The contact center will quickly receive the data necessary for customer service from other systems and transfer the results of its work to other departments - the sales department, marketing service, enterprise management.
2010: Naumen Phone 4.2
Naumen Phone 4.2 is a version of the product that combines unique technical solutions created by NAUMEN specialists over eight years of product development, and the experience of more than 170 successful Naumen Phone implementations in Russia and the CIS countries.
Architecture and Modules
The Naumen Phone IP call center architecture consists of modules and services, each of which performs its own function. Data exchange between modules is carried out using standard interface protocols, which allows you to physically place modules on different servers. This feature allows you to build scalable call centers to serve mass calls.
The architecture diagram of the server part of the Naumen Phone is shown in the figure.
The Naumen Phone IP Call Center product includes the following modules:
- NauSoftSwitch is a software PBX. Performs the functions of call center users connection with PSTN network subscribers. It is a module of the server part of the product.
- Naumen SoftPhone is a software phone installed on the personal computer of the operator, subscriber, supervisor. In addition to performing telephone functions, Naumen SoftPhone is an agent of the corporate information system.
- NauIVR (Interactive Voice Response) is a module for automatic processing of incoming calls using interactive voice menus. The IVR is able to receive tones (DTMF) from subscribers, transmit them to the corporate information system (CIS), transmit this information to the operator or automatically issue the result of the request by voice by gluing previously recorded files, for example, numbers and dates. The module allows you to independently form the necessary call processing algorithms. It is a module of the server part of the product.
- Voice mail is a module designed to store user voice information. It is a subsystem of the IVR module.
- Naumen WebAdmin is a tool for configuring modules and monitoring the operation of a call center with a web interface.
- Fax server - a module designed to receive faxes and then send them to a specified e-mail address in the form of an attached PDF file. It is a module of the server part of the product.
- Recording module - the module provides centralized recording of telephone conversations, their accumulation and storage on a hard disk in WAV format with GSM0610 compression (tenfold compression). Depending on the access rights, call center users are given the opportunity to remotely listen to saved records, making selections by call direction, operator, subscriber number, etc.
- NauGK is a module that performs the functions of a gatekeeper for authorizing external H.323 devices (gateways and IP phones).
- NauDialer, automatic outgoing call module. It performs the function of automatic dialing to PSTN network subscribers with subsequent routing of the call to the voice menu (IVR server) or call center operator. Together with the call, the operator is provided with a questionnaire, which is filled out with data during the conversation. At the end of the process, the data is imported for further analysis and processing.
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