Construction company Granel removed Cisco software and switched to the Russian system for call centers

Granel Group of Companies, one of the largest Russian developers, has completed the migration from Cisco's solution to the domestic Naumen Contact Center platform for customer service. The introduction of the new system made it possible to reduce the number of unresponsive calls by 90% and increase the efficiency of the company's contact center. The project to replace imported software was implemented in two months with the participation of the operator of IT solutions "Obit." This became known on September 23, 2025.

According to the press service of the Granel Group of Companies, the company's contact center processes about 30 thousand incoming calls and at least 25 thousand outgoing calls every month. The calls are related to the sale of residential and commercial real estate, consulting on mortgage programs, post-sale services, conducting NPS surveys and accompanying contracts with buyers.

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Фото: Freepik

As part of the project, the new platform was integrated with the corporate CRM system, speech analytics tools and end-to-end sales analytics systems. The integration provided the ability to track the conversion of telephone calls to leads, scheduled meetings and concluded deals. To improve the speed and quality of customer service, a CTI panel with access to information from external systems was introduced in operator workplaces.

A smart system for routing calls to skill groups helped to equalize the load between operators and optimize the distribution of incoming calls. Supervisors received the function of connecting to calls in prompter mode when new employees were put into work. The procedures for searching and listening to call records to control the quality of service have been simplified.

Consolidated reporting has become much faster thanks to process automation. Reports reflect the status of cases in the CRM system with processing time tracking, which allows you to assess the effectiveness of each stage of customer work. The company's management has received tools for a detailed analysis of the performance of the contact center.