The main goal was to create an IVR (interactive voice menu) for the “Hotline” of the DTEK Service Quality Monitoring Department. This made it possible to automate the processing of incoming customer requests and improve the efficiency of interaction with users.
DTEK Service has successfully implemented an extension of the functionality of the existing contact center based on Cisco Unified CCX 8.5. Implemented the creation of a new IVR branch and modernization of the main IVR branch for more convenient call routing.
As part of the Intelligent Call Routing Manager (IVR) project, a new inbound call processing scenario has been developed with integration into existing contact center scenarios.
Access to the new script is carried out through the main voice menu with the selection of the appropriate item. The script includes a detailed description of the assignment, conditions of execution (phone number, time of day, etc.), a flowchart of the algorithm, and a list of groups of agents to process requests.
The expansion of the functionality allowed DTEK Service to receive information on the quality of service of internal customers around the clock, which increased the level of customer satisfaction and the speed of responding to requests.
LLC “DTEK”— the largest private vertically integrated energy company in Ukraine, whose enterprises operate in the fields of coal mining and enrichment, electricity generation and supply, as well as in alternative energy and hydrocarbon extraction. DTEK is the energy division of Systems Capital Management (SCM).
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