Contact center

The implementation of EspoCRM for a large contact center involved addressing several specific challenges beyond the standard tasks. The following is a detailed description of the deployment.

1. Unified messaging window: The system provided a single window for interaction through messengers, such as Telegram, WhatsApp, VK, and a custom mobile application. The implementation was set up inside the enterprise IT infrastructure to enhance communication and collaboration.
2. Optimization of operator management: The process of managing operators was fully optimized to streamline operations, ensuring efficient and effective handling of customer requests.
3. Service function implementation: A range of service functions was introduced to enhance the productivity of operators. These functions ensured that they could handle a high volume of customer inquiries with ease, resulting in faster resolution times.
4. Development of a powerful bot-based customer service system: A highly efficient system was created for customer service through bots. The system included over 500 individual commands, automating the entire process from the initial lead-in to automated servicing and event notifications.
5. Integration with internal company services: The EspoCRM system was fully integrated with the company’s internal services, including the customer data management system, billing system, and emergency situation monitoring system.
6. Performance indicators: The EspoCRM system was capable of handling over 70,000 chat sessions simultaneously across various channels.

The implementation of EspoCRM for the large contact center helped the company enhance the customer experience by providing a seamless, efficient, and effective customer service system. The system’s ability to handle a high volume of customer inquiries with ease and speed ensured that the company could meet the growing demands of its customer base. Additionally, the system’s integration with internal services enabled a more comprehensive approach to customer relationship management, further enhancing the overall customer experience.