Features

All components of Naumen Contact Center are designed and developed by NAUMEN Company and can be easily customized to specific needs of the customer while keeping the entire solution efficient.

Functions

• Customer service
• Maintaining service catalogue. Registering and updating services that are rendered by the customer company and its partners, with ability to configure service patterns.
• Assigning telephone numbers. Providing customer with assigned public  telephone numbers and/or numbers with extensions.
• Automatic call distribution. Configuring rules for call forwarding in accordance with certain factors, such as calling number, day of week, time of day, through the contact center agent’s interface.
• Telephone conferencing services. Establishing telephone conferences from the agent’s workplace upon request.
• Voice mailbox services. Providing voice mailbox to clients, notifying them when new messages arrive.
• Secretary services. Providing clients with secretary services: answering calls on behalf of the client, call forwarding to the client, message recording and transferring.
• Trird party (partner) services. Providing tools for establishing and managing services that are delivered by partner companies (ordering taxis, booking tickets, translating texts, etc.).
• Approving service activation. Activating particular service types upon approval by sales and/or production department.
• Call receiving and processing
• Processing different call types. Calls from clients, partners and subscribers are handled using particular rules that depend on the type of each call.
• Pre-routing of calls from VIP clients. Calls from VIP clients are automatically routed to personal managers (agents assigned to VIP clients).
• Pre-routing of calls from partners. Calls from partners are automatically routed to the agents that are responsible for partnerships.
• Assisting agents in taking calls. An agent is provided with information about calling customer. The list of outstanding customer requests and the list of customer’s contact numbers are automatically displayed. The agents responsible for serving the client calling at the moment and the agents currently working on the client’s requests are showed in the Naumen SoftPhone address book.
• Logging incoming calls. Key data on incoming calls is automatically saved in the clients’ and partners’ history.
• Linking outgoing calls to the client’s request. The calls made by an agent are automatically bound to the client’s request (for example, calls for informing the client or ordering services from a partner).
• Activating conversation recording (automatically or manually). An automatic recording of conversations with clients and partners, can be configured. Recorded conversation is stored on the server in MP3 format, and a link to the file is kept within a request.
• Recovering lost PINs. The PIN lost by the client can be recovered by answering personal identification questions; automatic recording of the conversation is activated when the procedure starts.
• Processing Electronic Messages
• Receiving e-mail messages, sms-messages, paging and facsimile messages. Electronic messages are automatically identified and linked to the client’s requests; messages also can be sent to agents to be processed according to rules similar to those of handling telephone calls.
• Converting facsimile messages to electronic form. Arrived facsimile messages are automatically transformed into electronic copies and later processed by the system as electronic messages with attachments.
• Sending e-mail messages, sms-messages and facsimile messages. There is an unified mechanism of sending messages from the agent’s workplace. The information on the messages sent is kept in the history of each request.
• Exchanging data with billing.
  Naumen Contact Center provides API for exchanging data with the automated account management system LANBilling.
• Exchanging data on clients. The information on new clients is transferred to the external account management system, and the customer’s account balance is displayed for the agent.
• Exporting information on services. All information on services provided to customers (transient, periodic and occasional) is exported to the billing system, including information on processed inbound and outbound calls, on received and sent electronic messages, on intermediary services of choosing and ordering partner services.
• Monitoring the agents’ work
• Supervising the agents’ work. The system enables appointing of the supervisors, provides tools for managing the agents’ work, for participating in processing requests, and monitoring current agent’s workload.
• Monitoring the process. The system displays information on each request currently being processed by an agent and automatically counts for duration of the agent’s active work on requests.
• Escalating requests.  The supervisor is notified about automatic escalation of requests and his/her attention can easily be drawn to the request by using manual escalation.
• Notifying agents and users
• Notifying users through “pop-up” windows. Internal instant messaging system is used to automatically notify users on the following events: when new request arrives, upon assigning responsibility for the request, upon working of the established reminder, upon escalation of the problem request.
• Configuring reminders. The agents can set up both one-time and periodic reminders that can be identified with the client's request; the agents can also determine relative time of reminding (for example, "15 minutes prior to the scheduled time of the request closing").
• 24-hour functioning. The system can automatically change the agent who is the addressee of the reminder in the event if this agent is not logged in at the moment the reminder is being sent.
• Registering customers
• Considering peculiarities of corporate and private clients. The detailed information on corporate and private customers is carefully saved, along with information on their contacts and communication facilities; the customers are also grouped.
• Distinguishing special customers. Distinguishing VIP clients from regular ones; assigning primary and reserve personal agents responsible for serving them.
• Providing access for clients. The clients are provided with personal web access to the system in order to review the information on their current requests; they can also post inquiries to activate new services and change personal information through this interface.
• Registering Partners
• Registering Partner organizations. The information on company’s partners, their contacts and communication facilities is carefully saved.
• Registering Partner services. The partner services can be configured and linked to the general catalogue of services; service provision can also be interrupted or renewed.
• Asigning agents responsible for partnerships. Appointing primary and reserved personal agents responsible for cooperation with a partner.
• Equipping the user’s workplaces
• The agent’s workplace. The front-office agent is provided with tools for effective customer service and processing calls and electronic messages.
• The service associate’s workplace. The back-office service associate is provided with the extended interface to perform the following functions: monitoring and analyzing the agents’ work, registering new customers and partners, configuring directories, catalogues and other system settings.