The IT distributor of Mont selected solutions of Naumen for creation of contact center and management of service requests

2020: Automation of contact center and customer service

The company MONT, distributor software in Russia and the CIS, completed implementing solutions NAUMEN for automation own contact center and customer service. The project allowed to optimize information technical support of clients and partners of the company and also to organize effective management proceeding a body marketing. On February 11, 2020 the Naumen company reported about it.

The contact center of MONT which was unrolled on the Naumen Contact Center platform accepts the incoming calls connected with support of deliverable software products, services and services and also makes the outgoing calls directed to profiling of the customer base, the notification and registration of partners and clients for upcoming events and actions, informing on events, need of prolongation or terms of licensing. Besides, such functions as report generation about quality of work of operators, export of reports in the system of a business intelligence Microsoft Power BI, formation of tasks for listening of perfect dialogs which go to supervisors for assessment of level of service are available.

Thanks to ready integration of a communication framework into the solution Naumen Service Desk, requests for support form in a system automatically, and in the interface of program phone of the operator there is a quick access to earlier created requests.

Implementation of Naumen Service Desk also allowed to provide the uniform quality standards of rendering IT services both to partners and clients, and the staff of the company in general, to optimize housekeeping overheads of requests, to increase the speed of provision of services. Through mobile application of NAUMEN specialists of a support service of MONT can work with tasks, incidents, service requests and approvals far off.

Within the project the self-service portal which navigator of requests contains, a news feed, search and filtering according to the directory of services and the knowledge base is created. As a result employees can independently register requests, keep track of their status and correspond with a support service.

Our company was faced by a task to unroll infrastructure for contact center with a possibility of remote administration and technical support. The choice of solutions of NAUMEN which were already integrated among themselves allowed us to reduce not only the project budget, but also terms of its implementation, noted Pavel Fursa, the head of department of technical support of MONT

To any business, and in particular hi-tech, upon transition to digital solutions the seamlessness and speed of implementation is important. The project with MONT provided effective interaction of a support service of the company with 700 internal employees and also with external partners and clients, emphasized Dmitry Bulkin, the director of business development of NAUMEN company