URFU of a name of the first President of Russia Oktell Call-Center

2018: Implementing solutions Oktell 2.14 and bpm'online

In 2018 the company OmniLine performed implementing solutions Oktell and bpm’online customer center in "Urfa".

For several years for process automation of management of IT and service maintenance to URFA used Service Desk. After time in connection with the big need for receiving additional analytics and flexibility of setup of processes, interfaces and the reporting, a System ceased to meet the requirements of the University fully.

The university needed to automate acceptance, processing, calls accounting from internal and external users. For implementation of the tasks it was necessary to implement the System combining the Service Desk function and contact center.

As a result the solution based on the products Oktell and bpm'online was deployed, it is implemented integration with Active Directory, allowed to perform migration of users and setup of the rights access.

Thanks to integration of Oktell with bpm’online customer center it was succeeded to automate registration of addresses from internal users to technical support service, to control course of execution of requests, to collect statistics on successfully executed and expired requests. During the project storage of history of interaction, records of telephone conversations with subscribers in a corporate system URFA is configured and also function of creation of reports on the basis of the available data is implemented.

For decrease in load of call center operators and minimization of quantity of the missed calls, by means of the voice IVR menu algorithms of intellectual routing of calls are configured.

Implementing solution based on Oktell and bpm’online customer center allows to automate a full stroke of works on rendering technical support to internal users and also acceptance, processing and calls accounting of external subscribers. Representatives of the University note that thanks to the organization of a uniform point of acceptance of requests and setup of algorithms of their distribution to profile specialists time for problem definition and selection of an optimal solution of the arising questions was succeeded to reduce. The transparent system of analytics and the reporting displayed online allows to increase efficiency of management decisions of heads as already on a processing stage of addresses allows to reveal deviations, disputable situations and quickly to permit them.