"Новосибирскэнергосбыт" optimized customer service using Naumen Contact Center

On January 23, 2018 the Novosibirskenergosbyt company announced upgrade of contact center based on the domestic Naumen Contact Center platform that allowed to optimize housekeeping overheads of clients of the company.

JSC Novosibirskenergosbyt

"Новосибирскэнергосбыт" – electricity provider in the territory of Novosibirsk and the Novosibirsk region. Clients of the enterprise are about 30 thousand legal entities and more than one million individuals. Considering regular splashes in load of contact center during acceptance of indications of metering devices, the company decided to transfer these processes to the self-service mode. For the solution of this task selected the Naumen Contact Center platform.

"Contact center – very important element of our business. Based on the Naumen Contact Center platform the service of acceptance of meter readings allowing to enter indications in the tone mode without switching to the call center specialist is implemented. In the same mode clients can find information on payment under the personal accounts. At the same time we are not going to stop and we will continue to develop our contact center". Alexey Vishnyakov, head of department of information systems of JSC Novosibirskenergosbyt

For implementation of service of self-service integration of the software solution of contact center with the accounting systems in which up-to-date data on the transferred indications, the paid bills, the provided services by personal accounts of clients are stored was carried out. Besides, the platform of contact center performs function of intellectual routing of the entering addresses. At connection with contact center the client selects the interesting his topic from the interactive voice menu. Further software of contact center automatically directs it to the specialist of the necessary qualification. It allows to avoid unnecessary transactions, to accelerate request processing, to increase customer satisfaction level.

As noted in Novosibirskenergosbyt company, the Naumen Contact Center platform helped to optimize both processing of incoming calls, and tasks of outgoing call-downs. They can be seen off in the automated mode without participation of operators too. Thanks to function of autoinforming the timely notification of clients about debt for the electric power is performed. In one day a system rings round tens of thousands of debtors, conveying to them detailed information on the size and payment due dates.

In addition to the automated call-down without participation of the operator, the platform allows to perform the automatic SMS notification of clients and also mailing e-mails. Thus, the contact center of "Novosibirskenergosbyt" informs clients on change of rates, actions and other important events.