L_GA: ZAKON implements the Russian solution of contact center

Integrator the Ipron company completed an implementation project of the solution of contact center in LIGA:ZAKON company. On October 5, 2012 this event was announced by the press service of the company.

Background

In 2012 the management of customer company set the object - to improve customer service quality sales departments and subscriber services using the latest information technologies. In addition there was a need for automation of process of outgoing call-down and work with databases of clients for increase in employee performance of the sall-center.

Specialists of LIGA:ZAKON company carefully approached the choice of a system. It should meet requirements of integration with the available automatic telephone exchange and own CRM system. Negotiations with Ipron company led to the decision on test product introduction of Infinity. According to the results of testing the agreement on acquisition of a product is reached.

"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" noted.

Solution

Full-scale implementation of call center became the next step of the project: study of the voice IVR menu, setup of 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.

The separate task was represented by joining of a new system with used in Avaya automatic telephone exchange company. 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.

"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 emphasized.