DPD upgrades technology equipment of contact center

On October 23, 2014 the DPD company in Russia announced upgrade of contact center on the basis of the solution Genesys Proactive Customer Communications.

Project Tasks

The company the technological solution for information support, timely informing the client on the status of departure, accomplishment of a number of satellite tasks was required. The necessity of upgrade of contact center is caused by the requirement of optimum allocation of calls, a task to receive flexible instruments of monitoring, including in real time.

Project Progress

DPD selected the solution Genesys Proactive Customer Communications.

Project Results

Use of the product Genesys helps to save the companies invariable the number of the acting staff of contact center in the conditions of growth of business by 10–15% a month.

"Virtualization using the solution Genesys Contact Center on the basis of SIP allowed DPD to turn three platforms of contact center into a whole — Alexander Bogachenko, the CEO of Altuera company noted. — And platforms which are in different time zones in the central Russia and Siberia. As a result expenses were significantly optimized".

The company had an opportunity to flexibly distribute loading between the staff of contact center, as much as possible using possibilities of optimization of diagrams of working time taking into account different time zones and the round-the-clock mode of service.

"With Genesys Proactive Customer Communications, the DPD company had an opportunity quickly and on a regular basis to estimate work of employees and to provide reaction and feedback coupling at the high level. As a result customer satisfaction level considerably increased. 80% of the clients who addressed to our contact center resolve the issues during the first call" — Natalia Tishkova, the director of the department of customer service of DPD company emphasized.