The project was mainly targeted at delivering an automated service level (SL) control. In case the set waiting time is exceeded or a call is dropped, an automatic email is sent to the supervisor indicating the queue that received that call. Such a mechanism enables a prompt investigation of call drops, and if necessary, makes a call back to the number in question.

Smart Routing Technology performs automatic load balancing for the contact center. Almost 75% of incoming calls are covered by IVR (Interactive Voice Response) system. The rest of the calls are evenly distributed among contact center employees, considering their skills and availability. Active use of the IVR made it possible to cut the cost of processing a contact while increasing the overall availability of the contact center. Also, this system enables feedback collection through contact center operators who call back on the next business day to an interested customer who called the IVR outside of working hours.

Displaying all the necessary information in a single window, ready to use dialogue scripts, automatic opening of a customer card and other useful tools and capabilities offered by Naumen Contact Center greatly facilitate the work of the contact center specialists, allowing them to provide high-quality service to each call. Along with the call services, the communication platform also ensures reception and processing of requests sent via alternative communication channels (e-mail, chat, texts).

All the data on calls is stored in the system. Managers can get access to statistics in real-time, if necessary, and promptly generate a chronological report for any period, as well as itemized reports on incoming/outgoing calls for each operator. By reviewing these reports management can estimate the degree of workload and the efficiency of personnel, monitor discipline, and quality of customer service.