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1 year, 3 months ago
Traditionally, before the Newest Year, it is accepted to write about results of the year leaving about plans for year forthcoming, to congratulate clients, partners and colleagues on holidays. We do not want to break the developed tradition and today we publish a post which for certain will create the necessary and correct mood at readers of the blog ITooLabs. We want to tell about how there is a cloudy business of our foreign partner, the Balkan telecom operator of VoxNet as work of the Balkan colleagues looks and as the ITooLabs platform helped to automate the big European call center working at the entering and outgoing calls. At our request the Macedonian colleagues made many photo and even wrote a New Year's video congratulation.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

The Balkan part of business of ITooLabs developed not accidentally. From the point of view of IT technologies, the country of the former Yugoslavia and Southeast Europe — rather interesting place: little it is known of the Balkan developers or startups, IT industry of the region stiffened being able "just about everything will begin" still at the beginning of zero and since then so nothing began. Also didzhitat almost total absence of e-commerce, places strongly lame infrastructure, dominance of WiMAX and ADSL. Everything together it creates an easy crape of provinciality and archaism. Partly it indeed: on streets of Skopje or Sofia it is still possible to meet the burro harnessed in the vehicle with firewood. At the same time on the Balkans there is one noticeable IT niche: just huge, for the region with several million population, the number of hi-tech call centers. It both outsourcing of technical support of IT giant and local large business which actively uses sales by phone. The Balkans are a kingdom of the Turkish series and teleshopping, a voice communication and hours-long phone conversations, the Internet is used only for communication on social networks and messengers. For business, even large, it is not considered shameful to have the semi-thrown website on Joomla. Low salaries and qualified personnel, high percent of the population knowing foreign languages and a successful location created almost ideal conditions for work of contact centers which number only in one small Macedonia is calculated by several tens.

Background


Historically and tactically it turned out so that the output on the Balkan market for ITooLabs became rather easy and at the end of the 2014th year we signed the partner agreement with the Macedonian operator VoxNET who is densely working at the market of VoIP-services and servicing contact centers across all Balkans. It is necessary to notice that the independent operator of Internet telephony on the Balkans — rather atypical phenomenon, the telecom show on the peninsula is run by large players and monopolies. The children from VoxNET who are successfully working more than 10 years cause respect at least because their business continues to grow, despite local specifics. After the first communication with colleagues it became clear that ITooLabs Communications Server in the region have a future and this future does not look absolutely foggy. Among regular and large customers of Voksnet several large contact centers with one hundred operators in everyone were found. At the same time automation of these KTs left much to be desired — opensors-developments and the "old Yugoslavian" methods of work were used.

The first poll revealed active interest of local business in implementation of the advanced communication framework with functionality of cloudy contact center. Business was ready to pay for the cloudy automation solving many, tired all, problems — a large number of manual skills, inefficient use of working hours of operators, low efficiency. Funny, but local grandees of a telecom did not consider it necessary to master this segment of the market at all, resting on exclusive laurels and earning from a voice traffic. Simply speaking — worthy SaaS or box sentences in the local market just was not. The first call center which received the offer on a mother tongue moreover and from the local operator moreover and based on a platform of the Russian developers agreed literally in couple of days. Let's describe a case which we implemented and which significantly facilitated life to quite real people: to operators and supervisors, i.e. brought notable benefit that is not less important at all, than revenue and a profit.

Case


There is a wish to notice that call center really big. The number of operators flexibly changes, depending on market condition, but there are never less than 80-90 people. The call center works both on entering, and at outgoing calls, TsA of call center: the former Yugoslavs living across all Europe and also quite typical Europeans. Business model: pure teleshopping, but very intelligent. It is necessary to know well the Balkan mentality to understand all essence of determination "intelligent teleshopping". Inhabitants of the Balkans — are very benevolent and friendly and do not strain at all when receive the entering call with the sentence to purchase something, they have time to chat, they are configured positively and actively answer questions of telephone sellers, without sickening at all.

Specialization of KTs — sale of insurance policies, subscriptions of IP TV, credit cards, medical services. Such sales mean active communication the seller buyer, large volumes of the processed personal data, a huge number of the entering numbers, separation of personnel of KTs into groups on each of products, at the same time the contact center is carried and geographically: several offices in three cities of Serbia and Macedonia function. It is almost ideal environment for automation and such examples like to use produktolog cloudy service providers by drawing up offers. The cloud with ITooLabs Communicator (it is our own business softphone) as a uniform corporate messenger, was necessary very opportunely and solved once the whole array of problems. We had to implement the expanded version of a communication framework which could provide first of all automation of work of operators.

As KTs works over the different countries moreover and offers the whole product line in each country, the set of the entering numbers in order that in case of the missed call the client got on the operator of the necessary group with the necessary script at once are actively used.

In general in service of virtual automatic telephone exchange for telecom operators we use other fashionable interface, very minimalist and with the ground functionality under small business. However, for KTs meanwhile the last version of the interface with where big functionality is suitable better (but not necessary for the small companies). Therefore decided to give a solution on the last interface, and we will preen feathers for KTs in 2016.

Here so splitting into product groups in geographically distributed offices, at the same time at all not the fact looks that operators from one group are in one office, they in general can be in the different countries.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

To each product group for each country the own entering numbers which are used as caller ID at call-downs are selected. There is a lot of numbers, can be even more, than their is required upon, but KTs consciously goes for the maintenance of such zoo that simplifies life of the client who always gets where it is necessary, but does not walk on difficult IVR. Pay attention how many it is used the entering numbers — their 125 pieces! Curiously, but setup of such quantity of entering is not burdensome at all as numbers are purchased at one provider and "are automatically taxied" in the only trunk at once after purchase. In this sense of ITooLabs works just wonders — two clicks and earned new entering.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

At the same time the company has also advertizing, Toll-Free, number, analog Russian 8-800. Clients from all Europe call on this number when on TV or in the press there is an active advertizing company. The call can come both from Bosnia, and from Turkey, and even from Australia. Called meets multilingual IVR.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

IVR is constructed not easy, but it is logical. We spent a lot of time, developing the most effective scheme: the difficult task to bring the client to the necessary group of operators was set, pronouncing all messages in his native language.

Here such tree is behind each of product IVR.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

As a result we created, let and multi-level, but very logical tree which the owner of call center likes to show to the acquaintances as this Serbian-Russian know-how.

The number of clients of call center is calculated by tens of thousands, and the daily traffic exceeds 10 thousand minutes. As rather expensive things are on sale, we are obliged to write all talk. The volume of the written information is really huge and has to be stored a progressive tense as the contract for IP TV is signed a minimum for a year. The record ITooLabs server copes year with such load of pleasure to clients and developers.

One of important problems which we solved by means of a cloud platform is automatic call-downs of clients with different reminders: approach of date of the next payment or emergence of the promotional sentence. For this purpose we used the avtodayler module which and according to the list of subscribers, with use of multilingual IVR, performs all draft work on the schedule (earlier such work became manually and took away a lot of time). Now start of "uvedomlyalka" is 10 minutes for creation of the list of the necessary numbers and 30 seconds for start of the smart robot-zvonilshchika. The Balkan colleagues are simply happy, the robot does what became hands of patient employees earlier.

One more, apparently, unsoluble corporate task, was solved by a graceful cloudy method: communications of spaced offices with each other and communications with technical support of VoxNET. At such huge number of employees and supervisors any emergency situation generated just squall of messages in Skype and other messengers. It, in turn, reduced efficiency and often tightened a solution. Now for any obshcheniye in the company and addresses to technical support services ITooLabs Communicator which shows the prezens-statuses of the necessary employees is used, shows them to activity, allows to collect conferences and to translate calls click of a mouse. All company is visible in one screen, any forgotten numbers and not answered messages.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

In addition, the communicator solves one more very important problem: the operator, at commission of outgoing call-downs over the different countries, has an opportunity to select caller ID with which the challenge will come on mobile or the city client. At calls to Bosnia the Bosnian number is shown, and at calls to Sweden — Swedish. Sales began to become gracefully and easy, the average check for the operator grew a minimum by 20-30% only because the human factor at very difficult algorithm of work with clients disappeared.

The description of all technical delicacy which we invented together with colleagues, would demand the whole series of posts and we do not want to abuse time of our readers, and here in order that the case purchased a human face, we post several photos sent by our Balkan friends especially for the publication to Habré. Pictures were taken on the eve of the coming holidays and the contact center passed into a festive operation mode for this reason in pictures there are not a lot of people.

At the Macedonian office of the client the working day and the girl operator kindly comes to an end smiles in front of the camera, radiating a positive. She is slightly tired because the most part of work for it was made today by the kind and smart cloudy robot.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

Milits's girl from the Belgrad office about something with enthusiasm talks to the client, without noticing the photographer.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

The system administrator Dejan received new notebooks and sets necessary for software. Hi to colleagues from Russia.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

Shift change at one more Balkan office. Thanks to the prezens-statuses in a communicator, change of operators takes place rather easy — there is no need to jump suddenly not to pass unexpectedly come entering.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

Girls operators, having learned that they are photographed for the Russian tekhnoblog, began to smile and began to pose against a fir-tree.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

Here so the operator hall after end of a shift looks. Behind a window the green and foggy Balkan winter is visible.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

Our partner VoxNET


Group of our partner, VoxNET telecom operator, having learned that we prepare a post with the description of the case implemented at the general client too wanted to participate in a photoshoot and to congratulate the Russian colleagues and Habr's readers on the coming holidays. It is clear, that we could not refuse.

The head of the company VoxNET, Vlatko Vasilev, telekomshchik with an experience and the big good fellow. Thank him for active cooperation. Slightly below his video congratulation happy New Year.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

It Oliver, she perfectly speaks English and perfectly understands clouds, but it does not mean that it soars in them.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

And it is Sofia, it from Macedonia. Sofia came to VoxNET quite recently and radiates good mood.

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

The head of VoxNET, Vlatko, having thought a little, suggested to record New Year's video the address for the Russian friends. Unless we could refuse to it? On this video he on behalf of the Balkan colleagues wishes all of us a Happy New Year and Merry Christmas.



We sincerely hope that today's Balkan and New Year's reporting will cause positive emotions in all readers. Solemnly we promise not to reduce speed forthcoming year and not just to tell about our developments and achievements, but also in every possible way to create positive mood.

To complete the picture the balkano-Russian friendship we spread a card which was sent by our friends from VoxNET. #balkan_design

Cloudy call center in the cloudless region. Extraordinary New Year's adventures of ITooLabs on the Balkans

As a matter of fact, we needed only to join congratulations and to wish to all readers of Habr of excellent mood and permanent development in the professional sphere. In total happy New Year, we will meet soon!

This article is a translation of the original post at habrahabr.ru/post/273997/
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