OmniLine implements Call Center 360 at Ascon

2023: Create a Call Center 360 module based on the BPMSoft platform

System Integrator OmniLine optimized contact center for. Ascons"" The solution is based on the platform BPMSoft from "" Lanit Omni(part of the group). LANIT It now uses a dedicated Call Center 360 module, which allows operators to see everything information about the client at the time of the call and quickly process the call. LANIT announced this on July 12, 2023.

The focus of Ascona's attention is to increase operational efficiency with active business growth. Given the increasing volume of the client base, specialists needed tools to quickly process incoming requests and maintain a high level of service. To expand the functionality of CRM BPMSoft, on which the company's contact center is deployed, the OmniLine team developed the Call Center 360 solution.

The module is integrated telephony 3CX with CRM and allows you to quickly collect all the information about the client available in the company at the time of the call, as well as save a conversation record and the entire interaction history in the system. The Call Center 360 module is used to operate throughout retail the Ascona network. In total, about 1000 jobs are involved in the project.

In the Contact Center 360 product on the BPMSoft platform, we have implemented the ability to use APIs to integrate with any telephony platforms and create a convenient interface for a specialist who processes calls using no-code tools. In the project for Ascona, we also applied our knowledge and additional developments to the 3CX telephone platform. This made it possible to solve the customer's problem in full. We are confident that Contact Center 360 and BPMSoft technologies will help the company strengthen and maximize customer experience, said Alexander Rudnev, managing partner of OmniLine.

Thanks to the Contact Center 360 product, we were able not only to save existing telephony, but also to integrate it into a single sales manager window. This made the work more convenient, ensured the storage of communication history in the client profile. We are convinced that together this will allow us to provide our customers with an improved personalized service, noted Denis Shevchenko, head of the CRM platform and omniservices of Ascona.

The case is very revealing indeed. The customer uses our CRM for a contact center, and partners have created their own service to add features. At the same time, they developed it using the low code capabilities of the BPMSoft Constructor. I hope there will be more such examples, because our main task is to offer the Russian ecosystem IT tools to implement ideas and provide customers with technologies that will help them develop their business, told Yuri Vostrikov, General Director of LANIT Omni.