Dodo Pizza accelerates hotline after moving to Naumen Contact Center SaaS

2023: Move to Naumen Contact Center SaaS

Dodo Pizza"" has completed the transfer contact center to the the Russian cloudy platform. Naumen Contact Center SaaS The decision replaced the product of a foreign IT company. With the Enghouse help of the implemented system 174, the hotline operator processes about 300 thousand calls from, and every month. Russia This was Kazakhstan Armenia announced on August 29, 2023 by the company. Naumen (Naumen Consulting)

Specialists of the hotline of the Dodo Pizza network use the Naumen communication platform to advise consumers on payment and delivery issues, as well as process complaints and claims. The single window format provided operators with quick and convenient access to information about the customer and his order. As a result, the average processing time for calls has decreased.

Thanks to the integration of Naumen Contact Center SaaS with the company's CRM system, hotline specialists see the entire history of customer orders in the work window online. In addition, the platform works in conjunction with a voice bot implemented in the contact center of the network: the robot informs customers about the status of orders, and, if necessary, transfers the call to the operator.

With the transition to Naumen Contact Center SaaS, we were able not only to speed up service, but also to build a more effective quality control system. Calls to the contact center are automatically saved on the platform in the form of audio recordings. We listen to 1.5% of them regularly. Thanks to online reports on the work of operators, we see that the share of errors on the side of our employees is gradually decreasing, "said Liubov Hmelevskaya, head of the voice direction of customer support at Dodo Pizza.

The choice in favor of the cloud platform Naumen Contact Center SaaS saved our client from the additional costs of integrating, creating and supporting IT infrastructure, and also ensured the rapid replacement of a foreign solution. Long before the transition to Naumen CC, another of our products, Naumen WFM, was introduced in the Dodo Pizza contact center, which made it possible to reduce PHY costs by 8% and reduce labor costs for scheduling by 10 times, - said Sergei Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.