Step Logic upgraded contact center of Aeroklub travel agency based on solutions of Genesys

On February 4, 2019 the STEP LOGIC company announced project completion on transfer of contact center of the agency of business tourism Aeroclub on the Genesys Customer Interaction Management platform. Broad functionality of the platform and its integration with the existing systems of the company allowed to increase service rate of clients more than by 10%.

Against the background of the growing business volumes in 2018 in Aeroklub company the task of upgrade of contact center – one of the main communication channels servicing corporate clients of the 24/7 agency was set. Expansion of functionality of contact center, increase in scalability and growth of indicators of reliability became key requirements to the project.

"The specifics of work in the market of business tourism assume permanent interaction with corporate clients. To provide them the best service and to quickly resolve the arising issues, we should be in touch 24/7. Therefore the contact center for us is strategically important asset, one of the main instruments of business". Yulia Skalatskaya, operating officer of Aeroklub Group

The project was implemented in five months by STEP LOGIC company based on the Genesys Customer Interaction Management platform. Within the project integration of a complex with corporate systems of the customer was made and the voice recording system is upgraded, and "The Automated Workplace of the Specialist" function based on Genesys Workspace guaranteed work of call center operators in the multifunction mode. For ensuring fault tolerance all components of the platform are reserved and placed in DPC with the level of reliability Tier III.

Transfer of operators on the Genesys platform took place without interruption in service of customers that is essentially important for the companies providing the round-the-clock customer service. Specialists of STEP LOGIC and Aeroclub created the single database and also accurate regulations of information exchange and events. For fall forward and efficiency of customer service in contact center function of identification at a routing stage is implemented that allows to transfer an incoming call to the group of operators supervising the specific customer automatically.

"The important tool of contact centers in b2b is segmentation of calls – it is necessary to save time of clients and to organize work so that already at a stage of an incoming call the customer got to the group of managers assigned to it. The Genesys tools well solve this problem. Genesys technologies and long-term examination allowed to create the finished solution under specific needs of business of the customer and to optimize his operating expenses". Nikita Kochergin, director of the department of unified communications and contact centers of STEP LOGIC

Thanks to customization of Genesys Workspace for a circuit a reception the possibility of operational communication with distant employees of contact center appeared. For obtaining the online and historical reporting the Genesys CC Pulse+ application which provides to the operational head an instant picture about work of contact center in an available form in the form of the configured reports containing necessary metrics and statistics is used.

During the project over 100 strategy of distribution of voice addresses were worked out and also more than 45 types of the reporting are created. For February, 2019 in contact center of Aeroclub the latests version of the software of Genesys are set that gives the chance as much as possible to use functionality of the platform of contact center and to reach higher level of customer service.

"Expansion of opportunities of contact center, including the reporting of real time implemented during the project and the historical reporting, allowed us to increase significantly service rate of voice addresses and in general to increase efficiency of communications with clients. During 2019 we are going to transfer processing of all existing channels of not voice addresses to the Genesys platform and to organize additional opportunities of customer interaction. It will allow to integrate all separate channels in a single system that corresponds to full implementation of the concept of omnichannel". Nikolay Belotserkovsky, manager of projects of Aeroklub Group