The Cliff law company automated customer service department using the solution "1C-Rarus: PROF softphone"

February 3, 2015. The Cliff law company announced automation of customer service department using the solution "1C-Rarus: PROF softphone". The project was implemented by Merionnetvorks company - the partner 1C-Rarus.

Choosing a Solution

The product for integration from office and the IP telephony - "1C-Rarus was designed to improve work of operators: PROF softphone". Program installation and integration with digital telephone exchange (office miniautomatic telephone exchange) specialists of "Merionnetvorks" - the partner executed 1C-Rarus. The service of clients, internal communications between the staff of firm are automated.

Result

With installation "1C-Rarus: The PROF softphone" in workplaces of specialists the new control panel calls appeared. Program 1C automatically determines number of an incoming call, carries out identification from the customer information brought in base, displays data on the existing partners, allows to readdress a call in "one cliques" and to create additional records on the conversation course. A system informs on a status of internal telephone lines and gives the chance to redirect addresses only on available rooms. "1C-Rarus: The PROF softphone" registers the passed calls, helping to return not phoned clients. Use of the program reduced time of processing of an incoming call for 25 seconds, and proceeding – by 15 that is 1.5 times faster than earlier recorded indicators. Results of work of operators grew on all key moments. The law firm managed to reduce losses of primary customer appeals and to authentically estimate key performance indicators of the employees receiving calls.

Representatives of the company integrator reported TAdviser.