Solutions for Contact Center Automation

On average, one contact center operator answers 150 calls during the day. To this number, outgoing communications should also be added, and it turns out that one person can interact with 200+ people in a day. Considering that the average conversation time with a client is 3.35 minutes, one of the problems becomes apparent—service efficiency.

Thanks to the implementation of Naumen solutions, companies will solve a number of tasks:

• Bringing all communication channels into one platform
• 24/7 service without human involvement
• Load planning with hourly precision

As a result, service time is reduced, queues become shorter or do not appear at all, and operators can give sufficient attention to each person.

1. Naumen Contact Center is a comprehensive software solution that includes everything needed to organize the workflows of a contact center. The OBIT team adapts the platform to the specific tasks of the contact center, reducing integration time to a minimum. NCC provides telephony services, as well as receiving and processing messages in messengers, social networks, online chats on the website, email, etc.
2. Naumen Erudite is a no-code platform for developing voice assistants and chatbots for customer service and their subsequent integration into the contact center ecosystem. The OBIT team implements the Erudite system and creates bots of any level of complexity. AI technologies developed by Naumen provide a high level of conversational skills for virtual assistants.
3. Naumen WFM is an analytical platform for analyzing and forecasting the workload on a contact center. Thanks to it, you will be able to efficiently allocate staff across shifts, taking into account the qualifications of employees, work rules, and the preferences of the workers.