Benefits

More than 60 deployments of Naumen Phone were accomplished by NAUMEN Company and its partners in Russia and CIS. In the course of these implementations Naumen staff achieved a high level of expertise in establishing both, small corporate call centers and large outsourcing centers with complex multilayer logic of call distribution, bulky call stream and lots of agents’ workplaces. Moreover, in the course of these projects Naumen Phone has evolved to provide the following key advantages for its users:

• It is highly reliable and scalable solution. Scalability is achieved thanks to capability to reserve key services and allocate them to different hardware servers.  Failure of a single server will not result in the entire call center shutdown.
• It lowers TCO of telephone services for a company. Highly-paid telephony specialists are simply not needed in the company’s staff. Naumen Phone IP Call Center is an intranet service and can be easily maintained and supported by company’s system administrators.
• It is independent on hardware platform. It enables to be flexible when selecting equipment and equipment supplier.
• It doesn’t require purchasing of additional licenses, because server software works under administration of freely available OS Linux RedHat 9.0 (Fedora Core 3.0/5.0), and call statistics is stored in Interbase Firebird freeware database.
• It enables mobility for all users: agents, supervisors and administrators. The agents’ workplaces can be situated outside the office, with all calls being distributed to them over IP network. Administrative web-interface and console access to the server over SSH-protocol allow the administrators to remotely manage the system even via slow Internet channels (modem, GPRS).
• It provides convenient GUI at the agent’s/user’s workplace that allows to quickly and effectively process incoming calls, to make outgoing calls and to establish conferences of any level of complexity, etc.
• It enables automatic calling. A phone call to the specified number can be made in automatic mode and subsequently transferred to the IVR-server or to the agent’s group. This function provides a whole range of capabilities:  automatic outbound calling-up, calling from the web-site, calling back, call initiating by external system.