NODA Shares Its Contact Center Robotization Experience at Contact Centers Week 2018

NODA, a long-standing Gold Partner of the Contact Centers Week, took an active part in the 9th CC Week conference held in Moscow from October 29 to November 1, 2018. The participants discussed a wide range of topics related to digital transformation of contact centers, sharing their experience and knowledge.

Andrey Zaitsev, Director of NODA Contact Center Department, moderated the Robotization and Digitization session, which discussed the implementation of NODA's robotic services at the contact center of Russian Post, the national postal service. The voice bot developed by NODA informs Russian Post clients of their postal item status that can be tracked both by its Russian and foreign tracking numbers. For this purpose, Noda Contact Center was integrated with speech recognition and geoinformation systems, as well as the internal information systems of Russian Post. The bot can recognize different combinations of letters and digits read aloud in various ways. The service also provides information on the whereabouts of the nearest post offices and their business hours.

Andrey Zaitsev also took part in the panel discussion on Contact Center Innovation and Digitalization dedicated to practical aspects of using bots and AI. "NODA has vast experience of successfully implementing robotized projects. Our case of designing bots for Russian Post Contact Center has made it to the short list of the European Contact Centre & Customer Service Awards (ECCCSA) 2018 in the Best Implementation of AI in Customer Service nomination, " Andrey Zaitsev said.

At another session, Platforms and Solutions, NODA technology expert Nikolai Parshukov gave a demo of Noda Contact Center outbound calling campaign capabilities and settings. Describing practical aspects of telemarketing optimization and boosting sales, he showed how to set up an outbound project in the automated Noda system, including customizing the calling campaign parameters, adding agents, adjusting conversation scripts, compiling directories, and forming follow-up reports on the of outbound campaign results.

CC Week 2018 also included a technology exhibition, where NODA showcased its software product line for contact center automation: 

  • Noda Contact Center communication platform 
  • Noda Omni-channel platform 
  • Noda WFM, a fully-fledged workforce management platform 
  • Noda Erudite, an intelligent platform for creating voice and text bots
The CC Week program included a conference, topical sessions, a demo-zone and exhibition, as well as panels where contact center industry trends were discussed. The event featured presentations by leading industry experts who covered contact center automation and services robotization, AI, and upward trend in digital communication channels (chats, messengers, social media, mobile apps and self-services). 

The IX Contact Center Week was attended by over 500 representatives of in-house and outsourced contact centers.

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