The project was divided into two parts. First, it was necessary to build a contact center, and for this select and prepare the building, install the solution, to hire and train operators, finally, to move from the previous solution, created by "Berkut" and adapt to new processes customer service tasks. The second part – the introduction of Russia's first self-service clients. For telecom discounter that decision was of particular value. After all, up to 70% of all appeals subscribers contain standard questions and do not require operator assistance. Through the voice portal can be processed in a voice menu, where the subscriber can select items of interest to him and to obtain information "automatic".
In 30% of subscribers choose the connection to the operator, and the company, renting it uses all communication channels included counter for telephone traffic, including long distance. Voice Portal allows you to convert that traffic into a format IP-telephony and send it to Internet based channels, which significantly reduces the costs of the operator. "For us, this component of the project related to the self-serving, and IP-telephony, was extremely important – says Nina Gyubbenet .– For cost control and cost optimization – the main rules of the company. To provide services at low prices, you must control your spending. Low cost – low price guarantee, and we believe the money. " In The project integrator specialists have also developed an application to collect statistics for the call-center software package and integrated call-center company with a billing system that allows the operator to identify the caller and display the history of communication with him.
