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News : Stroitelny Dvor Migrates from Avaya to Noda Contact Center Platform

#contactcenterworld

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. 


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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. "

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: Noda


About Noda Interaction Platforms:
Company LogoNoda 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.
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Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Friday, January 24, 2020

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2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

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CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
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3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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