Parter.ru (IP call center of Naumen Phone)

The project of the organization of corporate call center in the booking agency "Parter" based on the software solution of IP call center of Naumen Phone 3.2.

Implementation of Naumen Phone allowed Parter company to improve quality of telephone communication, to increase number of the phoned clients and to lower equipment costs for call center. Contractor of the project − NAUMEN company.

Project Objective

Smooth functioning of call center is extremely important for successful work of the booking agency. Having called call center from 8 a.m. till 11 p.m., the client can book tickets, ask the manager the questions interesting him and orient in rich cultural life of Moscow. Therefore the main objectives of call center are prevention of loss of calls and reduction of answering interval for clients. Even per hour peak the client should not hear a busy signal in a tube.

Choice of software

Before the project specialists Orchestra seats carried out the analysis of solutions for creation of the call centers presented at the Russian market.

"We selected Naumen Phone because this software solution is not connected with any specific hardware complex, − Konstantin Gromov, the head of IT department of Parter company explains the made choice. − It gives us the chance of permanent upgrade of call center at rather low cost of subscriber services within which this upgrade is performed. The program nature of the solution allows not to be afraid of the fact that the new functionality will demand updating of a hardware platform unless it is required to increase computing power. Similar independence of the equipment plus proximity of the producer to the customer gives us the chance to order unique, not requested by anybody before function".

Project Results

As a result of the implementing solution IP call center of Naumen Phone in Parter company 16 jobs of operators were automated. At the moment in the company intellectual two-level queue of calls is used. Each incoming call arrives on the first level of queue which is serviced by operators in the normal mode. If the call is in queue more than 10 seconds, Naumen Phone automatically transfers a call to the second queue which is serviced by reserve operators and supervisors. Such organization of queue allows to prevent loss of calls even in hours of the greatest load of call center.

Works on implementation of Naumen Phone in Parter company were carried out in several steps. The implementation project was implemented in the shortest possible time and with the minimum inconveniences for call center agents and clients. At the first stage only a few call center operators took part in call service. At the same time specialists of Naumen provided training of operators in work with a new system.

In process of training of operators, the quantity of the jobs connected to Naumen Phone increased, and as a result the phone number of call center was completely switched to an IP flow. For implementation of the step-by-step scheme of connection of jobs of operators Logic Line service provided by Comstar Integrated Telesistema company was used.

Konstantin Gromov, head of IT department of Parter company: "Implementation of Naumen Phone provided us convenience of accomplishment of standard operations on setup of call center and rather low cost of its expansion – when adding the new operator now we pay less, than earlier cost one new phone for the operator. We also completely own all statistics and we can independently prepare any reports on work of call center, take any data on calls. In our opinion, among Naumen Phone offered by the Russian decision makers is the most perspective, thanks to the flexibility and expansibility".

Implementation of Naumen Phone coincided with relocation of call center of Parter company to new office. Thanks to Naumen Phone of the company it was succeeded to optimize the costs, having refused acquisition of office automatic telephone exchange and laying of a telephone network for connection of jobs of operators.