Voximplant Testimonials

"We strive to automate most of our processes because any manual handling poses obstacles for growth. All contacts incoming to the call center pass through a telephony service, which we developed ourselves. It performs simple operations and generally suits us well. However, some things are more convenient and cheaper with VoxImplant. In our case, it’s communication with hospitals, namely, making appointments for patients. Manual request processing is too time-consuming both for us and our customers: first, the operator speaks with the patient, then calls the hospital, and then gets back to the customer with the results. Due to automation, we’ve reduced the request processing time by 3-5 times. Also, we’ve configured automated quality control. When we used to collect feedback manually, we received several hundreds of opinions per month. Now we can get several thousands of opinions. It is cheaper for us, and, above all, it’s highly scalable."

"We decided to engage our managers in one of the bank’s strategic areas — customer care. As one-off events, we brought our executives to contact centers to do the operator jobs. For them, direct communications with customers was a source of inspiration for improvements in their departments. We wanted to make customer communications a standard of the executives’ routine. A distributed contact center for all bank managers throughout Russia helped us to solve this task. However, the telecom solution used by our operators is too difficult to scale up. Therefore, we contacted Voximplant and, within a month, we had a separate contact center for the executives. The service has been around for six months now, and we’re encouraged by its positive results. We managed to engage executives in customer care, which allowed them to hear the voices or our customers and understand their experiences."