Moscow, Russia, Jan 21, 2020 -- Stroitelny Dvor, a Russian DIY retailer, has completed the overhaul of its geographically distributed contact center. Within the project, the retailer's contact center migrated from Avaya platform to a Russian solution, Noda Contact Center, which enabled the company to automate the work of its contact center facilities in Tumen and Tomsk and boost the system's fault tolerance under peak loads.
The aggregate capacity of the Stroitely Dvor contact center is 90 agent workstations. The implemented cloud-based NODA solution has been integrated with the SAP ERP system.
The contact center runs separate lines of communication for individual clients and companies, as well as customer claims and general queries concerning product availability, working hours, etc. Calls are distributed across the lines by the IVR with the help of intelligent routing.
The system includes a service quality post-evaluation option: after the call has been completed, the client can rate the agent's performance in IVR.
Besides, Noda Quality Management module used to assess the agents' performance quality can be set to filter call recordings automatically and send the selected samples to supervisors or quality control specialists for review.
"Within the previous solution, there was a limit to the number of simultaneous inbound calls, " says Evgeniy Demchenko, Contact Center Project Manager at Stroitelny Dvor. "Peak load periods used to mean a high rate of lost calls and communication quality could also suffer significantly. Besides, we experienced technical problems with linking up remote agents. With Noda Contact Center, all these problems are a thing of the past. "
Posted by Veronica Silva Cusi, news correspondent
About Noda Interaction Platforms:
Noda is a developer of software solutions for BPO and Captive call centers. Ever since 2001, the company has offered its specialized product designed for mid-level and major call centers: Noda Contact Center.
Published: Friday, January 24, 2020
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