The project was completed in two phases. First, a unified voice contact center was launched for the main business units of the Corporate Solutions Cener (IT and HR), which included the archive of recorded conversations; later, the contact center was integrated with the customers' existing systems CRM Naumen, Bitrix and e-mail.
The integration with existing information systems that was one of the important objectives, and it received special focus. For the solution, data sharing from different communication channels was needed in accordance with the CSC standards. In particular, operators' workstations were integrated with the company's Knowledge Base on the relevant topics. At the same time, it was necessary to ensure that current operators seamlessly transition to the new system.
Another important project phase was related to telephony for contact center operators based on solutions from an international vendor. The vendor exited the Russian market in 2022 and stopped its technical support, therefore the project team made a seamless migration to the Russian national telephony solution. The system stands par with international equivalents it terms of characteristics and performance.
At the moment, the Unified Contact Center supports 60 operators working simultaneously, able to process over 20,000 calls per month through all channels. The system can be further scaled to match the number of operators and users, and additional interaction channels can be added.
