PIK Group is a leading Russian real estate developer, focused on large-scale residential projects within the Moscow Metropolitan Area and selected Russian regions. Since its foundation in 1994, PIK Group has become a market leader in the mass-market residential property sector, having completed over 180 000 apartments of affordable housing across the country. The Group has a substantial and diversified land bank and a dedicated, professional team, with over 11,000 employees.
Business growth triggers decision to renew the contact center
With a fast growing business, PIK Group needed to completely renew its contact center. With the help of BELTEL, a leading system integrator in Russia, it has completed a new Contact Center with 173 seats, based on Altitude Software solutions. “PIK’s New Contact Center is now fully operational, meeting the business needs we have identified, and addressing the deficiencies of the previous center. This has allowed PIK Group to reduce the time necessary to handle calls, increase efficiency, and maximize the quality of customer service, making it possible to considerably improve company results” stated Mrs. Olga Gubareva, Head of the Central Information department at PIK Group.
PIK Group’s management decided to modernize the Call Center and to integrate it with the Microsoft Dynamics CRM system, to support the need for higher levels of contact service quality and to improve customer satisfaction. PIK opted for the Altitude uCI™ solution, because it was one of the few solutions able to offer the necessary flexibility and features. BELTEL was selected as the integrator of this solution, as it had extensive experience in the contact center industry on the local market. BELTEL’s specialists helped PIK Group in all stages of implementation, including the customer business processes audit and the functional design of the new solution.
Integration with Microsoft CRM was a crucial feature
The newly implemented Contact Center now handles calls in several steps. Incoming calls enter Altitude’s IVR solution, which welcomes the caller and routes the call to the right agent, in function of pre-set calendar days, weekdays, hours of the day, and the relevant office, etc. When the agent receives the call, the Front Office identifies the caller and retrieves all useful information in the Microsoft CRM. The Altitude uAgent desktop solution guides the agent in handling the call, or transfers it to the back-office, together with all the caller data.
A crucial project feature was the integration of the Contact Center with PIK Group’s Microsoft Dynamics CRM system, which was implemented with Softline, a provider of IT services. This integration was possible thanks to the in-house functionality of the Altitude uCI™ solution and a customization based on the Altitude uCI™ programming language. This allowed for a close integration of the two systems, resulting in a single working environment to run the business effectively.
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