LIGA:LAW (Call Center Infinity)

The LIGA:ZAKON company was organized in 1991 in Ukraine. The company makes and accompanies information systems of law, provides a full range of legislative consulting and analytical information and also gives an opportunity of professional communication within the first legal portal. The LIGA:LAW systems are intended for legal support of the whole company and certain specialists: lawyers, accountants, personnel officers and managers of all levels.

The call center of Infinity saves the investments enclosed in Avaya, into LIGA:ZAKON companies In 2012 by company management the task of improvement of customer service quality by sales departments and subscriber services using the latest information technologies was set. It was in addition necessary to automate process of outgoing call-down and work with databases of clients for increase in employee performance of call center.

Specialists of LIGA:ZAKON company carefully approached the choice of a system which would allow to solve assigned tasks and to meet requirements for integration with the available automatic telephone exchange and own CRM system. According to the results of communication with Ipron company, the official partner of Weathervane Sale in the territory of Ukraine, the decision on test product introduction of Infinity was made. It should be noted that IT specialists of the customer decided to deal independently with basic installation and setup of the program in detail to study all technical aspects of a product, and they successfully coped with this task. According to the results of testing the positive decision on acquisition of a product was made.

"The choice of Infinity, from the Russian developer "Weathervane Sale", was caused by a sufficient set of functionality at the competitive cost of a product. Also very much it was pleasant to us that specialists could deal independently with Infinity database structure for integration into our Customer Relationship Management System", - Andrey Habarov, the Head of Department of system integration and telecommunications of "LIGA:LAW" shares.

Full implementation of call center became the next step of the project: study of the voice IVR menu, setup of flexible routing of a call depending on the phone number on which the call, the choice of point of the voice menu, employment of the manager and distribution of a call in group arrives.

Joining of a new system with used in Avaya automatic telephone exchange company stood a separate task. Use of the special module Infinity allowed to integrate number plans of the station and call center with a possibility of tracking of statistics not only in call center, but also on calls of automatic telephone exchange. The investments enclosed earlier in the Avaya system were saved, it still provides requirements of a back office of the company.

According to the results of the project flexible routing of calls by divisions and responsibles was organized that allowed to reduce time for processing of a call. There was an opportunity to create outgoing campaigns, automatically distributing the customer base between operators and to use predictive dialing at which dialing is made till the moment when the operator was released, on the basis of statistics of the previous calls. This functionality allows to exclude practically influence of a human factor, for example, to forget to call back, incorrectly to dial number, to enter the wrong data in the report on calls, etc., and, of course, several times reduces time for processing of a call. Also possibilities of Infinity allowed to keep record of telephone conversations that became useful addition to those instruments of control and increase in efficiency of managers who were used in the company.

Perspective is a problem of deep integration of Infinity with the CRM system. This question was postponed at the first stage as the drawing solution "Ipron: The softphone" required some completion for joints from own CRM "LIGA:ZAKON". The call center of Infinity gives great opportunities for integration therefore its implementation remains only a matter of time.

"At the moment load of call center of LIGA:ZAKON company makes about 2000 calls a day. They are processed by about 60 operators and 6 supervisors at the same time. We are positive for implementation of this project and we express interest in further development of the software package Infinity. We thank Ipron company for assistance in the embodiment of assigned tasks!", - Andrey Habarov summarizes