Storm Technology: Cascana.Customer Engagement Center

Main article: Call center: purpose, types and tasks

2021: Inclusion in the Register of Domestic Software

The product "" Storm Technology Cascana.Customer Engagement Center is included in. Unified Register of Russian Programs for Electronic Computers and Databases The company OneFactor announced this on January 29, 2021. More. here

Cascana.Customer Engagement Center from Storm Technology automates omnichannel service and sales processes in contact centers and other departments that massively interact with customers. The solution allows you to increase the efficiency of service specialists, as well as use them in cross-sales and additional sales of Customer's products to your customers. The solution belongs to the Customer Engagement class of systems and is aimed at customers who have a large customer base and spend a lot of time personalizing the service for them and then monetizing this base due to cross-selling and pre-selling products at the peak of loyalty.

2020

Cloud PBX Integration

Storm Technologies (part of ICS Holding) has released the next version of the omnichannel solution for managing communications and customer interaction CASCANA.Customer Engagement Center 4.3. This was announced on June 30, 2020 by "ICS Holding."

The supported communication channels have been added to the growing popularity, Apple Business Chat so that customers can access any devices of the company Apple through their native ecosystem. messenger iMessage

This will allow business, when implementing the solution, to significantly increase the convenience of interaction with the company for the most profitable segment of consumers, and the use of Apple Pay's capabilities will allow you to realize the possibility of paying for products and services directly in the messenger, without the need to move to another channel, - said Ilya Zamyslov, head of STORM Technologies.

For companies that conduct their business through telephony and do not have sufficient infrastructure, cannot or do not want to keep it "on board," the opportunity has become available integration with "" cloudy PBXs from the most popular. providers For example, one of these services is "from Virtual PBX PJSC."MegaFon

This version of CASCANA also greatly enhances the quality of service management capabilities. So, in addition to access to the history of calls and dialogs, the quality control specialist and the Supervisor now have access to the voice and screen records of the operators who processed the client's appeal.

If the operator finds it difficult to solve the client's appeal or for some reason does not comply with internal service standards, then in order to improve the quality of service and maintain customer loyalty, the Supervisor can transfer it to himself or another more experienced specialist at any stage of processing the appeal, - explains Ilya Zamyslov. - And to post-analyze the current situation, study the voice and screen recordings in order to make the necessary adjustments to the employee training plans.

The improvements affected not only the functional side of the product, but also the technical side: support for PostgreSQL DBMS was added, the overall reliability of the solution was increased and the speed of user workstations was optimized.

Inclusion in the Unified Register of Russian Programs

On April 30, 2020, it became known that the Cascana boxed product for automation of work contact centers , developed by the company "" Storm Technology(included in ICS Holding""), is included Unified Register of Russian Programs in the for electronic computers and. databases Ministry of Digital Development, Communications and Mass Media RUSSIAN FEDERATION

Inclusion in the register indicates that the product was checked by the regulator's experts and meets the initial requirements of the legislation on Russian software. From April 23, 2020, Cascana has the right to participate in public procurement and procurement of companies with a state participation in the import substitution program.

Every day we work to make our product better and more efficient. Since most of our potential customers work in Russia, the inclusion of Cascana in the register of domestic software of the Ministry of Telecom and Mass Communications had a high priority for us. We have received even more opportunities to implement our solution in state and municipal organizations, as well as companies that are under sanctions pressure, "comments Alexey Borovkov, director of the STORM Technologies business development department.

In the latest version of Cascana, the developers of STORM Technologies implemented support for a "virtual prompter" when processing customer requests and support for the Customer Journey Map concept. The ability to automate case processing has also been expanded with support for simultaneous work with several chat boats and translation of the dialogue from the operator to the chatbot. At the same time, the specialists performed integration with ASR/TTS systems for automatic transcription of client voice messages and integration with the knowledge base of one of the domestic vendors, which will reduce the time of operators to search for the necessary information and prepare answers. You have also added the ability to create an extended customer profile and initiate outgoing communications.

Adding WhatsApp and Facebook as communication channels

On March 3, 2020, it became known that Storm Technologies released an improved version of its boxed product to automate the activities of Cascana.Customer Engagement Center contact centers. The updated version of the product has acquired many features aimed at improving the level of client service and optimizing service costs.

The list of channels for client interaction with the company has been supplemented with support for the most popular platforms, such as WhatsApp and Facebook, and the speed of messaging has also increased. Now the operator and the client can receive messages in chat, instant messengers and social networks almost instantly, and the company can reduce infrastructure costs. By using two-factor authentication of clients via SMS or email and supporting industry standards of information security, the level of security of the client and the company from various threats when using chat has significantly increased.

Separately, it should be noted that Cascana's "seamless" interaction with chatbot systems has expanded with support for voice assistants. For example, a single cross-channel history of conversations with a client in Cascana can now contain not only messages from operators and bots via text channels, but also automatically transcribed dialogs when the client communicates with a voice bot or IVR.

Such an opportunity will allow Cascana-based contact centers to significantly increase the level of client service due to the availability to the operator of the context of the client's call in the voice channel even before he picks up the phone, as well as to form a more complete profile of the client's interaction with the company for subsequent analysis. comments on the head of the STORM Technologies company Ilya Zamyslov

2019: Introduction of a solution for automating the activities of contact centers

On November 11, 2019, the company STORM Technology"" presented to the general public its boxed product for automating the activities contact centers of CASCANA.Customer Engagement Center. Software created on the basis of a custom solution for contact centers, telecommunication operator MegaFon which was modernized and supplemented with functionality.

"By engaging with customers for many years, we have seen that any large business with mass customer service needs a low-cost, comprehensive solution to automate the operation of its contact center. It should work effectively with both voice and digital text channels (instant messengers, chats, etc.), ensure omnichannel and store data within the company and use it to improve the quality of service, develop sales and train chat bots. " noted Alexey Borovkov, Director of the Business Development Department "STORM Technology

According to the developer, CASCANA.Customer Engagement Center is a universal finished product that can be easily deployed at any enterprise, systematizing the operation of the existing "zoo systems" there. It is based on the principle of "Single Window" - a platform where automated workplaces are created, channels, specialists, skills, routing and prioritization of customer requests are managed, management and security services monitor the actions of specialists. The Single Window API allows company developers to independently integrate new channels and information systems without resorting to improvements or expensive service.

"The main focus in the product is on the omnichannel of communications with the client. For example, since the buyer contacted the seller at the outlet, his order and the entire history of interactions through various channels with the company's services (confirmation of the order, provision of additional information, payment, delivery, complaints) are available to operators in the "Single Window." This information is tracked and enriched with new data on the fly, during processing. Which allows you to ensure the maximum level of service for the client, without forcing him to be "on the line" or in the chat for a long time, and without overloading the operator with a painful search for the history of dialogues with the client, as well as previous calls (it is presented in the form of a convenient tape), " noted Alexey Borovkov, Director of the Business Development Department "STORM Technology

To implement such a scenario, CASCANA.Customer Engagement Center collects complete information about the client and products from various sources. There is a single cross-channel history of dialogs, calls, as well as general rules and operating standards for all used channels.