CTI UPGRADES CONTACT CENTER FOR “DOM.RU”
The major goal in this project was to replace current separate customer call centers with comprehensive solution that provides centralized management, unified statistics and load balancing between remote operator sites. CTI solutions, based on Cisco UС, allowed operators to optimally distribute the load, reducing the average waiting time. The project made it possible for «Dom.ru» to significantly improve service and increase customer loyalty.
CTI specialists helped «Dom.ru» to obtain advanced contact center that allows dynamic routing of incoming calls and messages, receiving relevant and accurate statistics on each request.
The contact center includes system on Verint platform for call recording and quality monitoring of call handling (QM). The project is unique in terms of technologies. The workplaces of operators and supervisors were organized using Cisco Finesse solution, based on Web 2.0 technologies and designed for simultaneous operations of more than one thousands of operators within «Dom.ru» contact center.
The geographically distributed system allowed to ensurefault tolerance in remote locations. Call center has two points of equipment placement located in the «Dom.ru»data center and several sites with operator workplaces.
There are obvious business benefits when working with CTI solution.Primarily, it is business continuitythrough increasing equipment fault tolerance and, as a result, customer satisfaction.
«This project has become very interesting task for CTI. Multiple systems have been integrated into a single infrastructure, targeted to continuous delivery of high quality services. The project team of CTI specialists has once again proved that our company is honored leader among Cisco partners in implementation solutions for contact centers,»says Platon Begun, the Head of Contact Center direction at CTI.
«Based on Web 2.0 technology, Cisco Finesse solution is the modern version of operator workplace in the contact center. Recently Cisco started offering its clients to use this version of Agent Desktop, and installation in the project for «Dom.ru» became one of the largest in the world,» says Pavel Teplov, Business Development Manager at Cisco.
«Now, we have the first results from moving contact center to the new platform. We have achieved a stable and high performance of hardware and software complex, extensive quality control of call handling and statistic result processing,»said Anatoly Guryev, Director of the Joint Contact Center «Dom.ru».