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About us

Naumen is a leading developer of software solutions for call centers. We are delighted to offer our partners and customers from APAC Region Naumen Phone, a complete solution, designed for the automation of call centers. For over 10 years Naumen has been developing and improving Naumen Phone solution. We also provide consulting services to our partners in the implementation and technical support for our product. Together with our partners we have successfully implemented over 800 projects.

Who are our customers

Outsourced call centers, telecom operators, banks, large manufacturers, insurance companies, e-business and reservation systems are among our customers. We have a unique solution that would meet all your expectations. We have developed specific solutions for the outsourced and in-house call centers.

What kind of product we offer

Naumen Phone is a flagship advanced software solution designed to automate the activities of outsourced and in-house call centers. It is one of the most mature and field-proven IP call center solution in the world today. The product is a comprehensive solution that combines an advanced IP call center and an information system for monitoring and campaign control. Today more than 300 call centers operate using Naumen Phone solution, with a total capacity of over 10 thousand agent's workplaces. Call centers working with Naumen Phone solution serve more than 10 million customers per month.

What reception facing our product

• —Backoffice & reception services
• —Telemarketing, surveys and questionnaires
• —Sales lead generation and appointments
• —Customer care
• —Customer retention & recovery
• —Help desk etc.

Video presentation

Take a look at Naumen Phone advantages matching all your business requirements. We will demonstrate the basic functionality of Naumen software solutions and peculiarities of use and maintenance of outgoing and incoming campaigns.

Advantages of Naumen Phone solution

Discover how Naumen Phone can enable your success

One vendor solution. Naumen Phone solution covers all the functional needs of the call centers. Due to the use of Naumen Phone you do not have to spend time on integration and support of solutions from different vendors, focusing completely on your business. We offer one vendor solution to solve all the challenges faced by your call center.

High performance and reliability. Today many large call centers with 300+ workplaces are successfully operating using Naumen Phone solutions. Naumen Phone can handle a large flow of phone calls 24/7. Redundant solution supports hot backup. Naumen Phone is a reliable product with guaranteed fault tolerance 99.999%, supporting alerts and fault notification.

Low financial barrier for starting and expanding call center. Low licenses cost can reduce investments when starting up the call center. There is no need to completely rebuild the information system and to invest much money in the development of the call center. You can simply get the necessary number of additional licenses. You can lease the Naumen software license or pay later for it.

Ease of configuration and maintenance of the system. Naumen Phone campaign management and project optimization tools enables to initiate and configure up to 80% of your campaigns by managers just within the couple of hours, without programmers. All Naumen Phone components of the call center management are Web-based. You will be able to design IVR, create new agent scripting and create reports using any browser from any location. Due to the above-mentioned features the cost of configuration and use of the system are reduced. This allows you employing a large number of small campaigns, gaining more profit.

Agent's work automatization. Powerful agent scripting module with full CATI features will greatly increase the performance of your call center agents. We exploite Naumen SoftPhone with the customer's business systems and display all the information on customer in a single window. Due to the automatic customer's identification call centers agent gets all the necessary information about the client at the time of incoming call which allows conducting a conversation.

Scalability. Naumen Phone is high performance and scalable solution. It allows you increasing productivity up to 1000+ workplaces by adding more servers. You can also strengthen the performance of your call center in just a couple of days without ceasing its activity.

More

Ability to create call centers for the visually impaired agents. Special call centers agent's workplace can be used by visually impaired agents. You will not need to integrate specialized, expensive systems with your call center for the organization of the places for visually impaired agents – all the necessary functionality has been already implemented in Naumen Phone.

High quality of the Naumen Phone product. Naumen Phone product has received an honorary award at the Call Center Word Forum 2012 exhibition in the Best Product 2012 for call centers in Eastern Europe countries category. For more information about the quality of the product please go to the customer reviews and awards pages.

Ability to implement multi-site call centers and employ home based agents. Naumen Phone product provides the ability to implement multi-site call centers. Due to the intuitive and convenient graphical tool for managing calls and conferences, you can use services of home based agents.

Accessible technical platform of Naumen Phone. Accessible technical platform of Naumen Phone lowers your investments into technological platform and reduces costs of its subsequent maintenance. Its cross-platforms agents and supervisors workplaces (Linux, Windows, Mac OS), all server components run on the Linux operating system and Intel processor.

Customization of our solution for the unique needs of each client. Powerful API and clear architecture allows you quickly integrating Naumen Phone with external information systems owned by clients, such as CRM, Helpdesk, etc. Naumen specialists in cooperation with partners are ready to customize the Naumen Phone solution and create a unique solution to meet specific customer needs.

In terms of functionality Naumen Phone solution has the following major applications:

1. —Advanced IP call center which features call queues, automatic call distribution (ACD), intelligent routing, interactive voice response (IVR), call recording, automatic dialing and reporting on the operation of the call center telephone components.
2. —Project Management System is an ideal tool for campaign control from creating call scripts to composing reports of any complexity. Outsourcing Project Management System evaluates call center efficiency.
3. —A universal workplace for an agent and a supervisor. The agent controls service processes and call forwarding, creating conference calls, loading the appropriate servicing script using a single window. The agent can also use the data stored in the knowledge base and in the CRM application.

Naumen Phone combines:

The functionality of Naumen solution

Call center automation

• —Telephone projects and campaigns management tools
• —Creating and handling call scripts for the call center agents
• —Fully automatic outbound dialing with the predictive mode
• —Knowledge base for the call center agents providing them with comprehensive information
• —Advanced features for interaction with third-party applications, located on the customer side: billing systems, CRM-systems, databases etc.

Smart call handling

• —Smart call switching featuring the ACD functionality (based on the VoIP / SIP technology)
• —Managing call queues based on the typical call distribution algorithms, information about the availability of the agent and their skills (skill based routing)
• —DTMF and voice enabled IVR
• —Call recording and storage
• —Reporting on the work of the call center telephone components

Control of the call center campaigns

• —Launch of new campaigns within 20 minutes without programmers
• —Ability to conduct multiple campaigns for clients from different business areas simultaneously
• —Real time management of calls queues, agents, resources and campaigns
• —Customers' members area with the ability to control and manage campaigns
• —Real time call center reporting of all activities, statistics, and analytical data (OLAP reports)

Reliability and performance increase

• —Quick and fast increase of the call center's performance by adding new servers
• —High fault tolerance of the call center with more than 1,000 agents, serving tens of thousands of calls per day
• —The ability to lease licenses for the quick, temporary increase of the number of agents

Video presentation

Take a look at Naumen Phone advantages matching all your business requirements. We will demonstrate the basic functionality of Naumen software solutions and peculiarities of use and maintenance of outgoing and incoming campaigns.

Awards

Social media

Video presentation

Take a look at Naumen Phone advantages matching all your business requirements. We will demonstrate the basic functionality of Naumen software solutions and peculiarities of use and maintenance of outgoing and incoming campaigns.