The Siberian Energy Company brings contact center into production operation

The TopS BI company completed the project of creation of multifunction contact center in Siberian Energy Company (JSC SIBECO).

Objectives

SIBECO - the legal successor of JSC Novosibirskenergo regarding heat and power supply in wholesale market of energy and power. In 2011 reorganization of the company which result was selection of division on sale of thermal energy came to the end and, in connection with the events there was a need of automation of activity of contact center for consumer service.

"The contact center was necessary for us for directory consumer service on settlement, signing of the contracts and other questions connected with sale of thermal energy. Besides, using contact center the company is going to conduct work on collecting receivables. Existence of solid experience of creation, integration of contact centers was one of factors when choosing TopS BI company as the partner" — Andrey Lutsevich, the Sales manager of thermal energy of JSC SIBECO told

Solution

Implementation of contact center happened in Novosibirsk. Specialists of TopS BI, according to requirements of SIBECO, developed model of processing of incoming calls in the beginning, unrolled and brought into experienced and production operation a switching platform and services of processing of incoming calls in extremely short time — in only one month. After start of basic functionality of contact center the project team started creation of a multichannel system of interaction with consumers.

"The contact center is implemented based on modern solutions of Genesys taking into account requirements to customer service, relevant for the energy company. Within the project together with the staff of business divisions and technical experts of "SIBECO' the integration model between information systems of SIBECO and the systems of contact center was developed and implemented. It allowed to increase efficiency of operators, to provide to consumers service of a virtual personal account in the IVR system and to automate the system of mass outgoing call-down" — Alexander Lebedev, the director of the department of contact centers and unified communications of TopS BI company noted.

Result

Since 2012 the contact center functions in full. A new multifunction system helps to manage the whole range of customer relations, and integration of contact center with information systems allows to resolve quickly different issues and to accumulate responses of clients.