The XIII International Contact Center Week has ended in Moscow, at the Holiday Inn Sokolniki hotel, where company executives, solution developers and key contact center managers shared their practical experience.
The management team and leading specialists of the SIGURD-IT team spoke in two streams of the CC Week 2022 conference – "Business" and "Technology", took an active part in the moderation of the round tables and deployed their stand in the demo zone for business meetings and acquaintances.
At the Business conference, Roman Potishny, CEO of SIGURD-IT, made a report on the results of the implementation of the omnichannel platform and its impact on the customer experience in the betting company BETCITY.
Roman shared with the guests of the event the practical experience of using the omnichannel strategy, told about the access channels integrated within the framework of the strategy in the BETCITY contact center and how it was possible to achieve integration of all customer information systems to ensure a seamless customer experience.
Colleagues from the BETCITY company told about how ensuring close cooperation of the CC and all divisions of the company served to remove barriers and what impact the use of such an omnichannel approach had on the customer experience, as well as on the satisfaction of the company's employees.
"Thanks to SIGURD-IT technological solutions, we have built a single queue for processing requests from customers. As a result, we can track the entire path of customers – from the receipt of the request to its solution. It is important for us to work comprehensively with customer requests. The implemented SIGURD-IT project made it possible to combine such communication channels as incoming and outgoing calls, email, Telegram and VK into a single system," BETCITY business analyst Tatiana Volchenko said in her speech.
At the Technologies conference, the report "Back to the Future, or what speech systems will be in 10 years" was delivered by Vasily Bugrov, Head of SIGURD-IT key clients, and Valentin Smirnov, Head of Speech Technology Systems.
At the afternoon session of interactive discussion groups, SIGURD-IT Technical Director Maria Sergeeva held a "round table" on the topic "How to replace the functionality of foreign contact centers within the framework of import substitution.
Which databases and operating systems to use when switching to Russian software, whether all the functionality of foreign contact centers is necessary when replacing with Russian solutions, whether the phased implementation of the chosen solution is possible. These and many other key issues of the topic were actively discussed by the participants of the round table and successfully moderated by Maria, whose expert level of knowledge and practical orientation of the answers were noted by all participants of the discussion groups.
During CC Week, the SIGURD-IT stand was visited by a large number of guests.
Everyone has received an individual consultation from the specialists of the SIGURD-IT team, which in turn thanks the guests for their increased interest in the products and solutions presented.
We thank the guests and speakers of CC Week 2022 for the exchange of experience, comprehensive study of the topics of the event and for active participation in the discussion of topical issues of the contact center industry.