Russian Outsourced Contact Center Market in 2017: NODA leads in the number of implementations - again

According to the results of annual research of Russian outsourced contact center market, in 2017 NODA has retained its leading position. The research was carried out by an international consulting agency, iKS-Consulting, in collaboration with the National Association of Contact Centers.

According to iKS-Consulting, in 2017 NODA was still leading in the total number of installations carried out for outsourced contact centers, with its share estimated at 27% of market participants. All in all, in 2017 Russian market of outsourced contact centers grew by 13 to 15% compared to the year before, its total volume reaching 13 to 13.5 billion rubles.

NODA has been leading in the number of implementations for four years running. The company's leadership in this segment is largely due to the new complementary products in its product portfolio: NODA WFM (workforce management system), NODA Omni-Channel, and NODA RPA platform for creating robotic services; all these products can be used with Noda Contact Center, and also can be combined with foreign platforms. In two years since its launch, Noda WFM has won the recognition of professionals in this market segment. Thus, according to iKS-Consulting, "the most popular WFM systems among outsourced contact centers are those by Genesys, Noda, Verint, and Teleopti", and the project of installing Noda WFM at the GRAN outsourced contact center made it to the shortlist of the European Contact Centre and Customer Service Award in the Best Application of Technology nomination.

Today, NODA products are used by Infotell, IQLine, City-Call, Astra Page, Contact Technologies, and many other large-scale outsourcers, including the New Contact (1,822 agent workstations) and GRAN (1,200 agents workstations), both in the top 10 of Russian outsourced call centers.

Andrey Zaitsev, Director of Contact Center Department at NODA: "Historically, our product was designed and upgraded to meet the needs of outsourced contact centers. Our platform is recognized for its rich functionality, as well as easy setup and campaign launch procedures. "

In these videos, several heads of outsourced contact centers describe their experience of using NODA products:

Maksim Kalinkin, GRAN
Lyudmila Rubtsova, Infotell
Vladimir Poushin, Astra Page
Yulia Kolganova, Positive Contact
Anna Faizullayeva, TOP-Contact



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