Voximplant Testimonials

"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."

"According to our business process, we first contact a customer to confirm the details of his or her order. It’s crucial that the customer confirms that the address, delivery time, and price are correct. In our contact center, such communications amount to 40% of calls. During a pre-holiday rush, we faced order overflow and needed to estimate peak loads and possibly expand the pool of our contact center operators. However, in December 2014, we introduced call automation into our system. Thanks to the efficiency this automation provided, we didn’t have to hire additional staff, even before the New Year holidays. With this solution, we can scale up by 10, 20, even 30 times without changing our business process. We’re able to work in the same way as before. That’s important."