Since 2009, Moldtelecom has demonstrated a sustainable growth of key performance indicators annually. In 2012, the number of subscribers of Unité 3G grew by 34%, the number of IPTV subscribers by 31%, and the number of broadband Internet users increased by 44%. With the growing number of subscribers, the load on the call center began to increase; the former platform of the call center did not comply with the needs of the fast-growing company. The main goal of this case was switching the call center to a new, technologically advanced platform, capable of ensuring seamless operations of the call center in conditions of an increasing load.

The partner was selected through the public tender that allowed the client to compare the capabilities of three platforms: Genesys, COCOS Customer Care Suite and Naumen Contact Center 6.0.
First and foremost, when selecting a partner, the offers have been evaluated with respect to their cost-efficiency, and an opportunity for rapid and deep integration of solutions with numerous Moldtelecom information systems. The key point was the presence of successful industry cases and the specific experience of integration specialists.

As a result, the client selected the solution based on the NAUMEN platform, which is used by 50+ call centers of telecom companies. The consortium: DAAC System Integrator & NAUMEN was contracted to implement the new platform. Already at the tender stage, teams of DAAC & NAUMEN drafted their system-specific solution which included DELL servers, AudioCodes Mediant 2000 media gateways, Fastwire OpenCA soft switch and NAUMEN proprietary software: Contact Center, DMS and Network Manager. The offered solution can ensure the concurrent operation of up to 1400 lines.

By announcing the tender, the client planned that a new platform would be deployed within three months. But during workshop meeting No.2 it was determined that this deadline was unrealistic. Firstly, the scope of work included 200+ mandatory items that could not be completed in three months. Secondly, a new platform was supposed to combine five detached units each of which had its own business processes and utilized a different set of programs. Actually, this meant that the partners have had to implement several projects.

Given the vast experience as an implementation contractor and integration company (in 10 years NAUMEN has delivered more than 350 cases), the NAUMEN project team proposed to act according to a well-established scheme: first, deploy the baseline platform configuration, next transfer the most crucial business functionality into it, and then proceed to the implementation of improvements and additional services (according to their priority)

According to the approved scheme, the project was divided into three stages. For each stage, individual project documentation was prepared, additional timing was allocated for the commissioning.

During stage 1, which was completed in three months, we carried out the installation and basic configuration of the software, DBMS, and the equipment. In order to ensure the required reliability factor (99.99%), we implemented functions of hot sparing and automatic backup of configuration files.

At stage 2 we transferred current workflow processes. Within three months, the business processes of five units and around forty-five IVR-scripts were transferred completely to the new platform: twelve specific reports were generated. Assistance of the managers of all units where the new platform was being implemented greatly facilitated the successful delivery of the tasks at this stage. Upon the completion of stage 2, Moldtelecom employees started working in the new system.

At stage 3, adjustments were made to introduce new functionality and the solution was fully localized. A capability of multi-channel interaction via e-mail, text, and chat has been added. Televoting functions and post-service quality evaluation (the Quality IVR module) has been introduced. VentaFax application has been integrated to allow the client to process facsimile messages (one of the client’s requirements).

The project core team included three project managers (one from each party), three NAUMEN’s engineers and two DAAC’s engineers. Up to 45 people took part in the project during its various stages. With the pilot running of the platform, which took about 4 months, the project was fully delivered in one year.

During the project, the new platform was integrated into all major business systems of the company: Billing (BillMaster, MindBill), IN-platform, BroadBandSupportManager, UniteInfo, ABR. The primary data required for processing the tariff rates of incoming/outgoing services is prepared by the call center platform in the CDR format (Call Detail Record). The new platform logs all the actions made by subscribers (including selected value-added services in IVR). All recorded data is accessible to the billing system for further processing.
With all the systems integrated into a single-window, there is no need for operators to switch between programs -all the necessary information can be found in the call record. The implementation of the «single point of contact'' principle had a positive impact on the operation of all the units of the contact center.

Charging accounts receivable has been greatly facilitated. Since all the data on debtors is displayed in a single window, operators are just one click away from dialing a telephone number. The system enables automatic dialing of the debtors' numbers with notification of the amount and maturity of the existing debts. Lists for automated dialing can be downloaded from other systems and after dialing they can be updated with new statistical data.

The functionality of this new platform has helped to optimize operations of technical support staff. Incoming calls are subjected to the IVR-script running, which allows users to select a language (Russian/Romanian). Calls are distributed between operators based on a pre-defined selection, taking into account their availability and other indicators. Single-window principle and convenient access to knowledge bases helped increase the amount of requests, resolved during one call, and halve the number of calls transferred to the second-line-support staff.

The Moldtelecom contact center has two lines of technical support for Internet users. First-line operators were provided with the script of mandatory identification of subscribers: either automatically (by ANI) or manually (by searching their subscription contract numbers). Once the subscriber is identified, the operator’s window will display all the data retrieved from CRM, Service Desk, Billing. Thus, during a conversation, the operator will see a summary of information regarding the client: activated services, balance, latest payments, open tickets and mass problems potentially related to the client. If necessary, operators can retrieve full history of requests via any channel (e-mail, voice calls). When escalating a request to the second line, all the data about the subscriber will be transmitted along with a call so there is no need to repeat the request to second-line operators. After a conversation with a technical support operator, the client will automatically be diverted to an IVR survey, which proposes to evaluate the quality of service.

Thanks to the feedback received through the IVR as post-service quality evaluation of technical support staff and an opportunity to review causes of low grades received (by listening to the related records of conversations), the company has become more responsive to the needs and requests of their clients.

As a result of the integration with the Service Desk system, repair staff was completely rid of manual registration and distribution of requests coming from the hotline.

Implementation of the new system increased the level of automation of client support responsible for the provision of paid information services and answering balance inquiries. The Congratulations service now automatically generates a task for outgoing calls when an incoming call arrives. At the specified time, operators will see a pop-up window with the addressee name and the text of the congratulation.

To manage televoting the system will register the number of calls incoming through dedicated numbers in the real-time and will show the results immediately during the session.
Implemented solution is completely based on the Russian software developed by NAUMEN. The contact center software platform is closely integrated with 10+ data systems run by Moldtelecom. In accordance with one of the requirements of the tender, the entire software interface of the Naumen Contact Center 6.0 platform was translated into Romanian.
The new platform allowed the client to expand the ways they interact with clients. Now various communication channels can be used for this. The system automatically identifies the type of received data (voice call, e-mail, text, or chat message).

Floor 5, bldg 3, 35B Vorontsovskaya St, Time Center Business Center,
Moscow 109147 (Krestyanskaya Zastava, Proletarskaya metro stations)

Phone/fax: +7 (495) 145-90-45

E-mail: sales@naumen.ru