Rostelecom Northwest (Loud-hailer of II)

In 2015 in contact center of Northwest macroregional branch of Rostelecom the hardware-software complex of the automatic voice notification about debts implemented based on the solution "Loud-hailer of II" of "Center of Speech Technologies" (CST) and the universal system "Step Telemarketing" developed by Step Logic LLC company was implemented.

This project was continuation of cooperation of RTK, Step and CST in plot area of contact centers and in other directions connected with quality improvement of remote customer service.

Messages form on the basis of the data on an outstanding amount received from an information system of the company. Originally to clients reminders on need of payment in the form of the fixed phrase, the general for all subscribers, then individual messages about a relevant outstanding amount come.

In addition to the automatic notification, Rostelecom cooperates with CST and in other directions connected with quality improvement of remote customer service. 8 years all calls in contact center of Northwest branch of Rostelecom are registered by means of a recording system and analytics "the Forget-me-not of II". A system has the tools of the analysis of phonograms allowing to reveal shortcomings of customer service and inefficient loading of operators. Last year pilot use of means of speech analytics of development of CST based on which conclusions were drawn on high efficiency of a system was carried successfully out and further stages of cooperation are defined.

Solutions at the heart of HSC

"Loud-hailer of II" — the system of individual informing subscribers on inter-chip digital links with support of automatic synthesis of voice messages of VitalVoice.

Step Telemarketing provides management of users of the application, schedules of the notification, notification subsystems, defines rules of repeated call-downs for achievement of the necessary effect of informing subscribers. Using the interface of the module it is possible to configure the text message format which will be lost in the preset time and days when dialing to subscribers.

Project Results

The hardware-software complex of the automatic voice notification (AGO agrarian and industrial Complex) informs subscribers of Rostelecom on existence and an outstanding amount (data are transferred from an information system of the company).

Originally to clients reminders on need of payment in the form of the fixed phrase, the general for all subscribers, then — individual messages about a relevant outstanding amount come. The complex also provides a possibility of flexible formation of the lost phrases within one notification.

Possibilities of AGO agrarian and industrial Complex

AGO agrarian and industrial Complex can be applied to the solution of the following tasks:

• Informing clients on the account status, loan repayment, debt
• Professional advertizing, telephone marketing
• Automatic call-down on base of subscribers with transfer of calls on call center operators
• Informing clients and employees on the forthcoming event
• Informing consumers on accidents and planned works on service (power supply companies, water utilities, housing and public utilities)
• The notification of the population at occurrence of extreme situations

AGO agrarian and industrial Complex is completely Russian program development which can be implemented in the contact center constructed based on solutions of global and domestic manufacturers is integrated from a branch exchange or connected directly to the communication hub of the operator.