SOGAZ replaced a technology platform of contact center

On February 2, 2015 it became known of creation in structure of SOGAZ insurance company of Uniform contact center. As the technological solution products of Genesys company are used ^[1].

Project Tasks

By the beginning of the project in the company the platform of telephony worked. Due to growth of the company there was a need to expand its opportunities connected with the organization and distribution of calls. Integration of contact center with other IT systems of the company was required, to introduce control of key indicators of telephone service, to provide streamlining of calls and to increase automation level.

Office "SOGAZ", 2014

The company treated the choice of technology seriously: for half a year preparatory work during which the technical specifications are created were conducted and the analysis of options of placement of contact center, its functionality and the planned size is carried out.

Solutions of Genesys became result of the final choice.

Project Progress

Process of transition from the operating platform to new matched relocation of the company to new office.

Georgy Chudayev, the head of Uniform contact center of SOGAZ company, told: "In a technical part problems were not: in due time disconnected the old platform and when calls began to come to new contact center, made connection of new. Basic functions worked it is predicted, as well as had to. Single questions arose later regarding integration. The preliminary personnel training provided by integrator and additional — already in the course of work, in the mentoring mode was required. In activity of employees new concepts appeared: "queue", "free operator", "direction in groups", "presence at groups", "availability of group", "installation of the status of readiness of the operator"".

Project Results

Within the project the centralized contact center is created, solutions are implemented:

• processing system of incoming calls (Genesys Inbound Voice),
• system of e-mail (Genesys eServices),
• service of the reporting (CCPulse+).

Integration into the solution Oracle Siebel CRM is organized. Implementation of this project stage took about half a year. Later use of functionality of outgoing campaigns (Genesys Outbound Voice) is begun.

Notes