CTI Company participates in global service quality project with Coca-Cola Hellenic in Russia
CTI has conducted training on quality management system for the new customer service call center in Coca-Cola Hellenic in Russia. This project includes deployment of unified call recording system based on Verint Impact 360 Quality Monitoring solution.
Coca-Cola Hellenic has central data servers for voice services located in Europe, but Russian part of system infrastructure has remote access to the core.
CTI has performed integration of contact center subsystems with recording system and user training.
Thanks to the project, Coca-Cola Hellenic employees working in customer service center have an access to recorded phone conversations.
«We have a particular interest in this project with Coca-Cola Hellenic as it has become the part of global installation worldwide», said Platon Begun, the Head of Contact Center direction, CTI.
«It was a pleasure to work with CTI, the project has been implemented with high quality and efficiency, fulfilling all obligations. We hope CTI can get benefits from this international experience,» said Dmitry Rebrov, Customer service specialist, Coca-Cola Hellenic Russia.
CTI chooses an individual approach to objectives and goals of each customer. The long integration experience of innovative solutions combined with flexibility in meeting customer needs plays special role in successful implementation of projects.