Allsoft Ecommerce improves customer service using the latest version of Naumen Contact Center

On September 5, 2018 it became known that Allsoft Ecommerce completed the project of transition to the latest version of the Russian Naumen Contact Center platform.

The contact center of Allsoft Ecommerce uses more than ten years the solution constructed based on software products of NAUMEN company. The purpose of transition to upgraded version of Naumen Contact Center – to increase convenience and customer service quality due to implementation of other tools which were not as a part of the previous release of a system. In particular, due to implementation of functionality clients of Allsoft online store had an opportunity to make calls from the website. Calls to contact center can be made both via the web browser of the personal computer, and from any mobile devices. Besides, with transition to upgraded version of Naumen Contact Center the contact center of Allsoft Ecommerce had an opportunity to use functionality of agency scenarios. Scenarios of a conversation (questionnaire) contain all data, necessary for service of a call. All information entered in the questionnaire by the operator in the course of dialog with the client remains in statistics of a system, and these data can be used for creation of reports and their subsequent analysis.

Integration with a CRM-system where are stored all history of customer interaction is carried in addition out. Thanks to it all external information with which the operator works during processing of the address is available in a single working window now.

Projects on customer service from Russia and Poland are translated to September, 2018 on the provided platform, Brazil and the Czech Republic will be added to the coming months to them.