On the market, there are dozens of products that help manage contact centers, but not all of them are suitable for large organizations. In this post, we take a look at the basic requirements to a corporate contact center platform.
Reliability and Fault Tolerance
To manage the contact center of a big company, the product must, first and foremost, ensure stable operation under peak loads. Banks, telecom providers, utility companies–in fact, any organization that serves a vast number of clients, should be ready for contingencies that can result in a dramatic rise in inbound calls and possible technical problems. This is not a problem for Noda Contact Center, which can offer a 99.99% fault tolerance achieved through well-adjusted backup schemes for its server components. For example, this principle of fault tolerance was used in Noda Contact Center projects developed for Rossiya Bank and Jaguar Land Rover.
The share of digital channels in the overall flow of calls to contact centers is on the rise. However, phone calls are still the leading communication method: they constitute about 75% of the total traffic. Therefore, a corporate platform must provide means for centralized processing of various types of calls. In contrast to the majority of omni-channel platforms, Noda Contact Center supports practically every popular communication channel: phone calls, e-mails, sms, web chats, messengers, social networks, and mobile apps. A single omni-channel solution allows customers to contact the company in the most convenient way, and the company is able to keep a singly history of all its interactions with a customer through all communication channels. When there is a choice of various digital channels, it enhances positive customer experience, at the same time allowing to cut costs, as handling queries in digital channels is cheaper than processing voice calls. Besides, one agent can handle several chats simultaneously.
Wide Integration Capabilities
When processing customer calls, enterprise contact centers refer to various information systems: ERP, CRM, automated banking, HelpDesk, document management systems, and many others. To optimize such operations and handle customer queries faster and more efficiently, a corporate contact center platform must be flexible enough to interact with all these information systems. For this purpose, Noda Contact Center has a range of built-in integration instruments which ensure that any information from external sources is visible through the agent’s softphone. Alternately, Noda Contact Center Softphone can be integrated into external systems, so that agents can handle calls in a single working window. Besides, Noda Contact Center can be easily integrated with third-party WFM platforms and systems of speech analysis and generation. It supports the interaction of IVR with third-party applications and the export and import of contact lists.
As their business operations and client bases grow, big companies have to increase their workforce and launch new contact center facilities. This should be taken into consideration when choosing contact center software. Not all platforms that run well with a hundred agent workstations can support trouble-free operations of five hundred agents. In this respect, Noda Contact Center has proved to be a well-tested solution: in some cases the product is successfully used to run up to 2,500 agent workstations. Some of these large contact centers are geographically distributed and consist of 5 to 6 physical sites.
As a rule, large-scale contact centers use special software to automate scheduling and increase the efficiency of their agents’ labor hours. Usually, companies employ third-party applications by Verint, Kronos, Teleopti, SAP, Oracle, and other big vendors; these applications have to be integrated with the contact center’s communication platform. You don’t have to go to all this trouble with Noda, as it offers its own fully-fledged product for workforce management, Noda WFM. Within a year’s time of its initial launch, Noda WFM became the winner of Chrystal Headset award in the Product of the Year nomination. The product in fully integrated into the Noda Contact Center platform, However, it can be used separately or with third-party platforms. Experience shows that Noda WFM predicts contact center workload with a 95-percent accuracy. In 2016, the team of GRAN Contact Center, which operates on Noda WFM, won the II Grand Prix of the WFM Championship in Contact Center Workload Prediction held by Call Center Guru Professional Community together with the International Contact Center Certification Institute (ICCCI).
To manage a contact center efficiently, one needs to be fully aware of all its vital information: the use of operational time by agents, handling of inbound voice and non-voice calls, outbound calling campaigns, the compliance with service quality standards, etc. Apart from historical reporting, managers of corporate contact centers must have access to online statistics, so that they can monitor all the key indicators in real time. In this respect, Noda Contact Center is up to the strictest corporate requirements. The product has over 30 standard statistical reports, which can be modified without any help from IT experts to create customized reports with any number of selected parameters. Today, Noda Contact Center is the only product that offers its users out-of-the-box summary statistics by the call topic.
Noda Contact Center saves every possible statistical data on:
• the time of call
• time spent in IVR
• hold time
• call connection/break
• call topic
• call transfer to a different line
• handle time
• after-call work
• service quality assessment
• FCR level
Besides, Noda Contact Center statistics contain a comprehensive history of interacting with all customers, including conversation records and the entire history of communication in text channels.
Enterprise-level contact centers regularly receive an enormous flow of standard queries. Most of them can be transformed into self-services. This task is fulfilled by introducing robotic services, i.e. voice and chat bots. These robots use modern-day technologies (AI, machine learning) and are capable of holding conversations with customers. NODA has acquired vast experience in developing services of this kind: at present, several companies use voice bots on the basis of NODA technologies. Noda Contact Center voice bots are used by Mosenergosbyt, one of the largest Russian energy providers, the regional heat distribution grid Omsk RTS, and Russian Post to take down electricity and water meter readings, track postal items and find the nearest post offices.