- To begin with, we conducted an audit of the network and telephony and made a list of problems, which we agreed and approved with the client, made a work plan.
- Revised the terms of the contract with the telecom operator, abandoned analog lines and reconnected them using SIP technology
- Configured queues of incoming calls and distribution of cisco unified between operators depending on their load
- To separate the flow of incoming calls, the voice menu was completely redesigned in order to immediately direct the client to the desired department of the company
- Set up day and night telephony mode
- To reduce the load on the company's staff operators, some of the incoming calls were directed to the call center, which handles calls with questions about the availability and booking of tickets
- We installed a statistics processing system that collects and analyzes information on calls for any period.
What results did we get after setting up the system?
- Gone are all problems with hanging lines or leaving calls "to nowhere"
- Due to the direction of calls to the call-center, it was possible to significantly reduce the load on regular operators, the number of answered and processed calls increased significantly
- The waiting time on the line is no more than 30 seconds during peak hours, and the airline's customers appreciated this.
European call-center that handles a significant volume of redirected calls from the client
- Based on the results of 3 months of evaluating the effectiveness of telephony, the volume of tickets booked by phone has increased, and accordingly, revenue
- And most importantly, the client was satisfied with how the telephone system began to work.
So what are the features of our approach and the difference from the company that initially set up telephony?
Why did we succeed and they didn't?
The fact is that we build our work on different principles!
1. We are responsible for the result
We are responsible for the correctness and performance of the specification, prepare a clear technical assignment, explain and work through each of its points with you, and at the end of the work, together with you, we check the result. We will implement the project with you from start to finish.
2. There is no formalism or delay in deadlines.
We diagnose the problem, often leaving the site to the client, without any contract or prepayment. And Sometimes problems require quick solutions so forth To us it is important to understand and quickly to offer you the best ways to solve the problem.
3. Only true professionals are allowed to work on your project
Our engineers are great fellows, because their task is not only to solve the problem technically competently, but also to explain everything in simple human language. They take exams to validate their knowledge and boast CCNA, CCDA and CCNP certifications. Certificates and theory are useless without practice, so the specialist who will work with your equipment must have experience with devices from Cisco Systems, Juniper Networks, Digium, Hewlett Packard, etc. We are very strict in selecting specialists who come to work for us. From about 20-25 people, we choose only one.
4. We enjoy challenging projects and challenges.
So we become more experienced, smarter, bring something new out of each implemented project. This allows us to stay “in shape” and offer our clients proven solutions .
5. In case if the work is necessary to spend a really hot - we can help in the same day.
6. We give a 100% guarantee on the equipment used in the project and on the result of our work.
You can count on our support and assistance in case of any problems with the equipment purchased from us, and in case of problems with the settings. And if for some reason you are not happy with the result, we will refund your money.
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