Naumen Phone

Solution for the automation

of call centers

Сorporate profile

NAUMEN is a leading developer of complete software solutions for the automation of

in-house and outsourced call centers.

Since its foundation in 2001 Naumen experts in cooperation with partners have

successfully developed and implemented Naumen Phone solutions in more than 300

call centers in Eastern Europe, Central Asia and CIS. Today the total volume of

workplaces in these call centers is more than 10 thousand, every month they serve

over 10 million customers.

NAUMEN Company in Figures:

10 years on the market of software solutions for business and public authorities

More than 700 projects in Russia and CIS countries

More than 20 partners in different cities of Russia and in CIS

NAUMEN Team

Naumen employs over 300 skilled professionals, more than 200 of them are

developers and engineers.

Introducing

What product we are deliver

Naumen is a leading developer of software solutions for call centers. We are pleased to

offer our partners and customers from APAC Region Naumen Phone, a complete solution,

designed for the automation of call centers. For over 10 years Naumen has been

developing and improving Naumen Phone solution. We provide consulting services for

partners in the implementation and technical support for our product. Together with

partners we have successfully implemented over 300 projects.

By type of communication:

Backoffice & reception service

Telemarketing, surveys and questionnaires

Sales leads generation and appointments

Customer care

Customer retention & recovery

Help desk etc.

By verticals:

BFCI

Telco

Government

Outsourced contact centers

On-line business and store

Automobile sales center and travel agency

Where it is used

Processes more than 200 incoming/outgoing calls of each type a day

Uses phone as main channel of interaction with customers and/or main

sales channel

Demands tight control of business processes that include interaction

over the phone

Is highly computerized and possesses distributed computer network

Customer profile

Major Applications

Naumen Phone solves key issues in the automation of call centers, including:

Smart call switching featuring the ACD functionality

(based on the VoIP / SIP technology)

Managing call centers business processes, projects and resources

Workplace automation for agents and supervisors

Real time and historical reporting of all activities, statistics and analytical data

(OLAP reports)

Advantages

Improves

The performance of the call center agents and сall center as a whole

The speed of launching new projects

Quality of services

Number of campaigns served simultaneously

The key KPI and financial results

Reduces

Costs for the purchase of expensive equipment and licenses

Deployment time and time of integration with existing applications owned by

customers

Expenses for technical specialists and programmers

Highlights

One Vendor Solution

o covers all the functional needs of the call centers

o reduces expenses for integration and support of solutions from different

vendors

High performance and reliability

o guaranteed fault tolerance 99.99%

o alerts and fault notifications support

Low financial barrier for starting and expanding call center

o low licenses cost, possibility to lease license or pay for it later

o to expand a call center you simply get additional licenses

Ease of configuration and maintenance of the system

o campaign management and project optimization tools

o web-base management interface

Highlights

Agent work automation

o Powerful agent scripting module with full CATI features

o Knowledge base for agents providing them with

comprehensive information

o Integration with external customer systems, such as CRM,

Helpdesk, etc.

Call centers for the visually impaired agents with

special workplaces

Multi-site call centers and home based agents

Highlights

Accessible technical platform

o multi-platform agents and supervisors workplaces

(Linux, Windows, Mac OS)

o all server components run on the Linux operating system and Intel

processor

Fast and high performance scalability

o increasing productivity up to 1000+ workplaces by adding more servers

Customization of Naumen Phone for the unique needs of each

client

Product Suite

Inbound ACD • Smart call switching, featuring the ACD functionality.

• Managing call queues based on any types of call distribution

algorithms

Outbound Dialer • Preview, Progressive, Predictive

• Automatic dialing without agents

• Telemarketing and surveys module

Campaign optimization • Campaign preparation and launching

• Campaign management and reporting

IVR • DTMF and voice enabled IVR (TTS, ASR)

• IVR Builder

Call Recording • Call recording

Performance Mgmt. • Real-time and historical reporting for supervisor

• Personal agents’ statistics

SoftPhone • Agent scripting

• Built-in knowledge base and phonebook

Alerting and fault

notifications

• Monitoring of all software components of call center

• Emergency situations notification

Inbound ACD

Intelligent Сall Routing, based on campaign settings,

agents skills and queue algorithm (ACD)

Support of all queue scheduling algorithm (most idle,

most busy, most skilled etc.)

DTMF and voice enabled IVR (TTS, ASR)

Agent scripting with ability to use information from

CRM, knowledge base, Help Desk etc.

Ability to manage calls according to priority

Outbound Dialing

Automatic outbound dialing (Predictive, Progressive, Preview)

Fully automatic outbound dialing needs no agents (DTMF and voice enabled IVR)

Agent scripting with ability to use information from CRM, knowledge base, Help

Desk etc.

Call suspending with exact rescheduling

Campaign management and optimization

Campaign preparation and launch only by

campaign manager without programmers

Campaign management and optimization tools

Launching new campaigns in 20 minutes

Planning agents’ work and work of working

groups

Launching and stopping campaigns on schedule

Web-based customer self service to monitor and

control the campaign progress

Reporting

Built-in set of standard reports to control

call center operations and performance

Builder for real time and historical

reporting of all activities, statistics, and

analytical data (OLAP reports)

Web-based remote access of customer

reps to campaign reports for review

Multi user access to report generation and

review

Scheduled report generation with E-mail

delivery

Agent scripting

Build-in in agent workplace feature that

support call script handling in single window

Varied type of agent scripting for different type

of calls and campaigns

Dialog behavior changes depending on

answers of phone call counterparty

Script form page may contain information

about call counterparty: ID, name, phone

number, e-mail, etc. It may be obtained from

external applications

Agent script builder – an integrated tool for

creating scripts of any complexity

Interactive Voice Responce

IVR Builder

Useful tool for designing IVR scripts of any complexity

Designing IVR from ready-to-use blocks (Drug & Drop)

Extended collection of ready-to-use blocks for building IVRs

Use of commonly adopted scripted programming languages

Integration with external databases and CRM systems

Support of VoiceXML

Supported type of IVR

DTMF IVR

Voice enabled IVR, that

supports TTS and ASR

Naumen Soft Phone

Supports all standard features of phone:

transferring, creating conferences, etc

Manage the calls and conferences by

using intuitive and convenient graphical

tool

Powerful build-in agent scripting

On-line control of agent status

(speaking, ready, away, ACW)

Ability to use information from CRM,

knowledge base and other information

system in single window

Supports Linux, MS Windows, Mac OS

Personal agent statistics and trends

Unified corporate and personal

phonebook

Local conversation recording on

demand

Easy-to-use customizable GUI

Voice mail support

Naumen Soft Phone

Features for Agent

Call handling

Blind, returning and attended transfer

Create and handle audio conferences

Local conversation recording

Personal statistics and trends

Scripts for right call handling

Voice messaging

After call work (ACW)

Features for Supervisor

Silent call listening and monitoring

Monitoring status of queues and

campaigns

Monitoring status of agents

Call intrusion, call interception

Agent dismissal

Campaign statistics

Agent status reporting

Amadeus, global reservation system

Creation of a multisite call center of the global online reservation system based on the Naumen Phone Outsourcing solution. As a result of the project Amadeus agents serve a total queue of calls, regardless of where they are located geographically. Due to this the speed of the calls processing has increased by 20%, waiting time for customers from various countries of the CIS and Central Asia has reduced.

KARCHER, one of the largest cleansing equipment manufacturers in the Europe

Creation of the call center in the KARCHER sale and equipment servicing center, based on the IP call center Naumen Phone solution. Today, all calls are sent to a single multi-channel number of the company and are distributed to available agents. Due to the use of IVR-module customers can listen to music, information or advertising messages while holding. Agents have now the opportunity to work with the electronic phone book, and to monitor the presence of another agent in the workplace. The company management has been able to analyze the quality of telephone services on the basis of statistical data.

Case study

Case study

“Arguments & Facts”, a leading publishing house in Eastern Europe

“Argumenty i Facty” has more than 65 publications with an audience of 26,273,500 people. Naumen organized a call center based on the Naumen Phone solution for “Argumenty i Facty”. As a result, “Argumenty i Facty” agens are processing over a thousand phone calls daily. When a call comes in the Naumen SoftPhone, working window displays information about the caller and the questionnaires and instructions for the agents obtained from the Naumen CRM system. Contact Center also provides a means for managing call processing, monitoring and analyzing workload statistics. The contact center has become an effective tool for conducting such activities as “hot lines”.

TELE-KURS, one of the largest outsourced call centers in Eastern Europe for the visually impaired operators

Creation of one of the largest outsourced call center with workplaces to the visually impaired agents in Eastern Europe. To create a call center with total area of 43 thousand square meters, the NAUMEN Phone Outsourcing solution was used. As a result of the project more than 900 workplaces for the visually impaired agents have been created. The majority of agents, visually impaired professionals of the call center, perform using the keyboard with a large number of “hot” keys. Screenreader voices the text information for the visually impaired agent from their monitor, and thus the agent is able to perform their job functions. “Tele-Kurs” call center was used for receiving and processing “hot line” calls between the population of the Russian Federation and the Russian Prime Minister Vladimir Putin.

Case study

LANCK TELECOM, a global telecom operator

The call center has been established on the basis of the Naumen Phone solution. Call center agents’ workplaces are equipped with Naumen SoftPhone telephones with support of multi-channel communication, the ability to record conversations and receive data from external applications. Automated call handling has improved the quality of customer service by reducing response time and reducing number of lost calls to a minimum.

TOP Contact, one of the first outsourced call-center in Uzbekistan

Creation of TOP Contact, one of the first outsourced call center in Uzbekistan. Call center has been established based on a Naumen Phone Outsourcing software solution. The NPO functionality allow TOP-Contact call center, not only offering a wide range of services to its customers – telephone sales, marketing research, the hot line, taking orders, virtual office, but also providing quality service to the clients’ projects in these areas. One indicator of an effective call center work is the 5-fold increase in the number of incoming calls per year during the campaign. Contact center capacity allows simultaneously carrying more than 10 customers’ projects. Fault-tolerant software solution ensures uninterrupted operation of the call-center 24/7.

Other Naumen clients

Russia and CIS market position

Is the #1 solution in CIS for creating profitable call

centers ranged from 5 до 2,500 work seats.

Is the 100% software VoIP solution for corporate

and outsourced call centers, is highly reliable and

fault tolerant

Market Position:

Has 300+ installations in Russia and CIS countries with total number of agent

seats exceeding 10 thousands

Is ranked 4th in Russia among all vendors supplying call center solutions, right

after Avaya, Cisco и Genesys (by Russian NCCA research, 2010);

Declared as «The Best Product of the Year 2012» in Russia and CIS countries on

Сall Center Word Forum 2012

The largest Russian call center is built on Naumen Phone solution

Is cost effective alternative to Avaya, Cisco Call Manager solutions

Email apac@naumen.com

Phone +7(495) 783–02–87

Web www.naumen.com

Naumen is pleased to work with you to develop

a solution that best suits your needs. Contact us to

arrange a live, customized Naumen Phone

presentation and demonstration.