Satel: Unified Contact Center (ECC)

Main articles:

• Call Center - Purpose, Types and Tasks
• CRM (Customer Relationship Management System)
• IVR (Interactive Voice Response)

2021: Launch Unified Contact Center

On April 20, 2021, SATEL announced the creation of a Unified Contact Center for large companies and the public sector, created entirely on domestic software. The product was launched in March 2021.

Under the conditions import substitution the Russian , the developers created a software product for processing incoming traffic of customer calls.

According to Government Decree No. 486 of 20.09.2018, by 2022 all public sector companies should completely switch to domestic software. However, due to the fact that state-owned companies use a large number of information systems developed at different times and in different software environments, the timing has been adjusted. Now, in accordance with the Digital Economy of Russia program, by 2024 the share of domestic software in government procurement should be 90%, and in companies with state participation - at least 70%.

At the same time, not all digital solutions offered by Russian developers meet the requirements of the Ministry of Digital Development of the Russian Federation. For example, office software should have a Russian-language interface, the function of authenticating and identifying users into a single system (ESIA), do not require the installation of additional programs, the distribution of which is limited in the territory of the Russian Federation. In Russia, as of the end of 2020, most IT companies were mainly engaged in the distribution, implementation and technical support of foreign software, and only 20 domestic companies offered their own developments in this area.

Unified Contact Center (CTC) is based on the following software products: Russian Telephone Node (RTU) - a unified communications platform for the provision of a wide range of communication services; The Atmosphere software complex is an interactive contact center and chat bots system that allows you to process the maximum number of calls with a minimum number of operators.

The introduction of the ECC allows companies to improve the quality of customer service in real time using various communication channels, process incoming applications using artificial intelligence algorithms and speech technologies, and maintain a database of calls for subsequent analysis.

The architecture of this SATEL solution includes both a standard set of contact center functional blocks (AWS, CRM, IVR, outgoing campaign system, video calls, etc.) and additional opportunities for the most effective interaction with customers: maintaining an expert system for automated storage of a knowledge base and competencies, using voice analytics technologies for automatic quality control based on transcriptions of records and emotional coloring, using artificial intelligence technologies for implementing self-service scenarios in a contact center. Thus, the developed product not only automates the work of operators, thereby increasing the effectiveness of the contact center as a whole, but also reduces the response time to the customer's request without losing the quality of the information provided.

In the West, there are examples of digital solutions similar to the Unified Contact Center, however, the development, adaptation to Russian specifics and technical support of foreign software is several times more expensive than the use of solutions developed in Russia, "said Roman Romanov, head of the SATEL software development center. - The approximate cost of creating a single contact center in the USA or Asia will cost millions of dollars, in Russia - an order of magnitude cheaper.

Work on the ECC was carried out for 3 years, more than 60 company specialists took part in it: system and application programmers, analysts, database administrators.

Companies state with participation, mobile operators, service communications retailers operators each day face a large volume of appeals from citizens and customers. And the speed of processing these calls, and therefore the customer's satisfaction, directly depends on the revenue and profit of the business. Not to mention direct damage, when it comes, for example, to the quick response of client services to cases of fraud, "said Roman Romanov, head of the SATEL software development center. - Processing, and Big Data machine learning another level of interactive communication with the client in real time - and often trainees - robots allows the ECC to ensure the integration of the call center, client service, analysis and client flow management based on fully domestic software.