"The front Line" upgrades the platform of contact center

On December 16, 2014 it became known of implementation in Front Line company of the Genesys technologies which are been the basis for business of Front Line^[1].

Project Tasks

Implementing initial business strategy the company started creation of the contact center on 50 places equipped with the newest technologies of communication with the professional operators processing outgoing and incoming calls and the greatest possible service level of clients.

The Front Line company located contact center in Zelenograd. Based on a preliminary research it became clear - execution of the order for one customer could demand increase in number of operators up to 100 people within several months, and within a year additional expansion to 150 operator places could be required.

Front Line selected Genesys as the strategic partner.

The Front Line company came to a conclusion that Genesys is an optimal strategic partner for delivery of reliable, scalable and cost-efficient solutions for customer service.

"In the technical plan the solution Genesys was indisputable the best — Tatyana Irge, the CEO Front Lyne noted. — We were pleased by successful implementation of software solutions of the company in three large Russian organizations. Their contact centers cope with very large number of addresses and provide close integration with external information systems. We were pleasantly surprised when the Genesys company provided us CCK company as we already had a successful experience of cooperation with their representatives. The staff of Genesys company always quickly and more exhaustively responded to our requests, and CCK company in detail told about ample opportunities of proposed solution for contact center".

Project Results

As a part of contact center the Front Line company uses several solutions for customer service from the Genesys software package. The basic solution contains the platform of interaction management having ample opportunities with clients — Genesys Customer Interaction Management (CIM) — which in combination with the module for processing of incoming voice calls of Genesys Inbound Voice and the module for outgoing voice calls of Genesys Outbound Voice performs acceptance, redirection, integration of all entering and outgoing types of customer relation and management of them and also allows to create the corresponding reports.

For routing of voice traffic in contact center at the customer the solution Genesys SIP Server on the basis of the SIP protocol is used.

For December 16, 2014 the Front Line company operates reliable scalable infrastructure of contact center and processes daily 7 thousand entering and 20 thousand outgoing calls.

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