Anastasia Lozovskaya — PR Manager
Tel.: +7 (495) 748-05-75 | extension 3000*3053
August 15, 2006
InStranet and AT Consulting will deploy CCIL at all call-centers, and sales and service offices of JSC "VimpelCom". This application is intended to supplement the integrated technology environment of customer service with a knowledge management feature, and is used by more than seven thousand employees of the Commercial Directorate and the Customer Service Directorate in nine different time zones.
Existing applications provide the operator with only the customer data and their interactions with the company, with the long overdue need for greater granularity of vast experience of "VimpelCom" and knowledge needed to communicate with clients. The company could not rely on the current system of storing knowledge to support the fast approaching fifty millionth subscriber. This project aims to bring new technologies structuring and employee access to knowledge to JSC "VimpelCom", with a major goal of the project being the tight integration of the system with the existing CRM solution for the Company.
"Thanks to proactive sales in CCIL we have the possibility to provide our employees to what is needed to communicate with client materials, we hope to reduce the processing time of customer contact, improve service levels and reduce costs - said Leonid Kramarenko, Customer Service Director of OJSC" VimpelCom". - We are pleased with the joint coordinated work between InStranet and AT Consulting, and counting on fast and efficient deployment. It is particularly important for us to integrate seamlessly into a single knowledge base and into a technology environment working with customers. "
Jean-Noel Grandval, vice president and general manager for Europe and Asia Pacific of the company InStranet, said that in the highly competitive telecommunications market, to maintain leadership, "VimpelCom" must provide its employees with the knowledge necessary in order to quickly and accurately resolve any issue arising from the client, and the cooperation between the company InStranet and AT Consulting will ensure the effective implementation of this important initiative.
According to Sergey Shilov, CEO of AT Consulting, thanks to rich base system functionality and more settings you can maximize the CCiL application to fully satisfy all the needs of the customer knowledge management. - "Together with InStranet we hope to share best global best practices on knowledge management with the best in Russia and the CIS customer support center. Being integrated with the CRM, this product will open sales and service departments of "VimpelCom" and improve a lot of areas of interaction with the customers."
523, 14/7, Bolshaya Novodmitrovskaya Street, “Novodmitrovskiy" Business center, Moscow, 127015, Russia
Phone: +7 (495) 748 0575
Fax: +7 (495) 748 0125