ProductNaumen Contact Center
Contact center automation project for the national telecom operator of the Republic of Moldova based on the Naumen Contact Center software product
The new platform logs all actions of subscribers (including selected
The foundation of the national company Moldtelecom was laid in 1993 (during the overhaul of Moldova’s telecommunications sector). In 1999, this company was restructured into JSC Moldtelecom, 100% of its shares were owned by the state. By the end of 2012, the assets of the company estimated at 5.5 billion Moldovan lei (according to assessments). Annual revenue amounted to about 2.3 billion (almost 6 billion rubles). The headcount of the company is 4000+ employees. Total number of clients is approaching 2 million. Moldtelecom provides landline telephone services, broadband internet access, IPTV and Unité 3G mobile services. The company owns 97.3% of the landline communication market in Moldova. Internet service provided by Moldtelecom is available for 90% of the country’s population. In Moldova, it is the only internet service provider in rural areas. The ISP uses both FO (MaxFiber) and ADSL (MaxDSL).
Since 2009, Moldtelecom has demonstrated a sustainable growth of key performance indicators annually. In 2012, the number of subscribers of Unité 3G grew by 34%, the number of IPTV subscribers by 31%, and the number of broadband Internet users increased by 44%. With the growing number of subscribers, the load on the call center began to increase; the former platform of the call center did not comply with the needs of the
Selecting the solution and partner
The partner was selected through the public tender that allowed the client to compare the capabilities of three platforms: Genesys, COCOS Customer Care Suite and Naumen Contact Center 6.0.
First and foremost, when selecting a partner, the offers have been evaluated with respect to their
As a result, the client selected the solution based on the NAUMEN platform, which is used by 50+ call centers of telecom companies. The consortium: DAAC System Integrator & NAUMEN was contracted to implement the new platform. Already at the tender stage, teams of DAAC & NAUMEN drafted their
By announcing the tender, the client planned that a new platform would be deployed within three months. But during workshop meeting No.2 it was determined that this deadline was unrealistic. Firstly, the scope of work included 200+ mandatory items that could not be completed in three months. Secondly, a new platform was supposed to combine five detached units each of which had its own business processes and utilized a different set of programs. Actually, this meant that the partners have had to implement several projects.
Given the vast experience as an implementation contractor and integration
company (in 10 years NAUMEN has delivered more than 350 cases), the NAUMEN project
team proposed to act according to a
According to the approved scheme, the project was divided into three stages. For each stage, individual project documentation was prepared, additional timing was allocated for the commissioning.
During stage 1, which was completed in three months, we carried out the installation and basic configuration of the software, DBMS, and the equipment. In order to ensure the required reliability factor (99.99%), we implemented functions of hot sparing and automatic backup of configuration files.
At stage 2 we transferred current workflow processes. Within three months, the business processes of five units and around
At stage 3, adjustments were made to introduce new functionality and the solution was fully localized. A capability of
The project core team included three project managers (one from each party), three NAUMEN’s engineers and two DAAC’s engineers. Up to 45 people took part in the project during its various stages. With the pilot running of the platform, which took about 4 months, the project was fully delivered in one year.
This project was a serious test of how flexible the updated version of our product is. The list of functional requirements of the tender included more than 200 mandatory items. All these requirements were implemented in a single solution the core of which was the Naumen Contact Center 6.0 platform.
Deliverables and outcomes
During the project, the new platform was integrated into all major business systems of the company: Billing (BillMaster, MindBill),
With all the systems integrated into a
Charging accounts receivable has been greatly facilitated. Since all the data on debtors is displayed in a single window, operators are just one click away from dialing a telephone number. The system enables automatic dialing of the debtors' numbers with notification of the amount and maturity of the existing debts. Lists for automated dialing can be downloaded from other systems and after dialing they can be updated with new statistical data.
The functionality of this new platform has helped to optimize operations of technical support staff. Incoming calls are subjected to the
The Moldtelecom contact center has two lines of technical support for Internet users.
Thanks to the feedback received through the IVR as
As a result of the integration with the Service Desk system, repair staff was completely rid of manual registration and distribution of requests coming from the hotline.
Implementation of the new system increased the level of automation of client support responsible for the provision of paid information services and answering balance inquiries. The Congratulations service now automatically generates a task for outgoing calls when an incoming call arrives. At the specified time, operators will see a
To manage televoting the system will register the number of calls incoming through dedicated numbers in the
Implemented solution is completely based on the Russian software developed by NAUMEN. The contact center software platform is closely integrated with 10+ data systems run by Moldtelecom. In accordance with one of the requirements of the tender, the entire software interface of the Naumen Contact Center 6.0 platform was translated into Romanian.
The new platform allowed the client to expand the ways they interact with clients. Now various communication channels can be used for this. The system automatically identifies the type of received data (voice call,
This is not the first project that we are doing for Moldtelecom. Partnership with NAUMEN provided an additional competitive advantage during the tender phase Firstly, 50+ call centers of telecom companies have been automated based on NAUMEN platform. Secondly, NAUMEN is a developer and an integrator rolled into one.