Customers

New Contact management now with less risk, 24/7 availability thanks to Noda Contact Center. It serves 1,500-2,000 calls/hour, 70,000 calls/day on average

The IQ Line outsourced call center has been a successful start-up, where the number of new work places increased from twenty to two hundred in the course of three months without losing even an hour’s work. At present, the call center is working on a 24/7/365 basis. The call center serves its customers round-the-clock, using advanced technologies: telecommunication, SMS, and online messengers. IQ Line provides the following services for its clients: hot line, service desk, telemarketing, research and questionnaire surveys, interactive voice response, and so on. This case describes the idiosyncrasies of bringing the IQ Line outsourced contact center into operation in 2009.

Capstone Solutions (the Philippines), Inc. is a 6-year BPO-IT service provider for seat hosting, BPO infrastructure, network solutions, software and hardware training, and other outsourced BPO services.

Infotell, one of Russia’s best outsourcing call centers, moved to Noda Contact Center in an effort to upgrade its production capacity. The outsourcer now leverages its new solution to service more than 200 widely varying client projects.

The center’s first site opened in Moscow at the end of 2006. Starting with 50 workstations, the new call center recovered its initial investment in just eight months thanks to Noda Contact Center, a product that offers optimal value and quality for a reasonable price. GRAN is just one of many professionals who use this tool for its quick startup capability and scalability.

It is one of the leading call centers in the Philippines, offering a comprehensive suite of outsourced voice-enabled customer care call center services to small and medium businesses, and large organizations from around the world. The company was registered with the Philippine Securities and Exchange Commission in 2003.

AUDIOTELE is a full-cycle telecommunications agency. The company was created in 1997. At present, the company is involved in several types of activities: telecommunications provider; call center; and service aggregator. Its priority is as an outsourced call center.

CONNECT is a licensed communications provider and is part of the INTELCOM-CONNECT telecommunications group. CONNECT is a national provider of intercity and international communications.

The Ivox Contact Center is an international call center offering a wide range of services related to outsourcing; services include the processing of incoming and outgoing traffic (calls, emails, web), outbound telemarketing, sending out emails and SMS, as well as interactive voice response services and intellectual call routing services. Ivox was established in 2003.

Creation of TOP-Contact, one of the first outsourced call center in Uzbekistan. Call center has been established based on a Noda Contact Center solution software. The Noda Solution functionality allow TOP-Contact call center, not only offering a wide range of services to its customers – telephone sales, marketing research, the hot line, taking orders, virtual office, but also providing quality service to the clients' projects in these areas. One indicator of an effective call center work is the 5-fold increase in the number of incoming calls per year during the campaign. Call center capacity allows simultaneously carrying more than 10 customers' projects. Fault-tolerant software solution ensures uninterrupted operation of the call center 24/7.

Creation of one of the largest outsourced call center with workplaces to the visually impaired agents in Eastern Europe. To create a call center with total area of 43 thousand square meters, the Noda Contact Center solution was used. As a result of the project more than 900 workplaces for the visually impaired agents have been created. The majority of operations, visually impaired professionals of the call center, perform using the keyboard with a large number of “hot” keys. Screenreader voices the text information for the visually impaired operator from their monitor, and thus the agent is able to perform their job functions. “Tele-Kurs” call center was used for receiving and processing “hot line” calls between the population of the Russian Federation and the Russian Prime Minister Vladimir Putin.

Moldtelecom was founded in 1993 in Moldova. More than 4,000 people are employed by the company, while it boasts close to two million clients. Moldtelecom offers fixed telephony services, broadband Internet access, digital IPTV, and Unité 4G mobile telephony. The company makes up 97.3% of the market for landline connections in Moldova. Internet provided by Moldtelecom is accessible to 90% of the country’s population. It is the only provider in Moldova that offers Internet access in rural areas. Users access the global network by means of optical fiber (MaxFiber) and ADSL technology (MaxDSL).

InterZet is one of the fastest-growing Russian telecommunications carriers, providing Triple Play telecommunications services that are used by more than 450,000 people monthly.

Russia’s largest telecommunications company

One of the largest mobile operators in Eastern Europe

The call center has been established on the basis of the Noda Contact Center solution. Call center agents' workplaces are equipped with Noda SoftPhone with support of multi-channel communication, the ability to record conversations and receive data from external applications. Automated call handling has improved the quality of customer service by reducing response time and reducing number of lost calls to a minimum.

International telecom operator

Starlink company is an Internet provider. Since 1996, the company has been providing service packages for high-speed Internet access through a dedicated channel. Today, Starlink is one of the ten largest providers in Moscow. The company offers a wide range of services: broadband Internet access through a dedicated channel, digital television (IPTV), IP telephony (VoIP), web hosting and video monitoring.

The Volia company is the leading telecom provider in Ukraine and provides an integrated multiservice solution including information and entertainment, namely access to TV programs and video-on-request; communications including access to high speed Internet, computer-aided communication and VoIP, as well as the services of Ukraine’s largest data center. The company employs more than 3,000 people throughout the country. Its subscribers are the residents of every large city in Ukraine.

Creation of a multi-site call center of the global online reservation system based on the Noda Contact Center solution. As a result of the project Amadeus operators serve a total queue of calls, regardless of where they are located geographically. Due to this the speed of the calls processing has increased by 20%, waiting time for customers from various countries of the CIS and Central Asia has reduced.

Mosenergosbyt, one the of the largest Russian energy companies, provides about 8% of all the electricity consumed in the country. The company operates in Moscow and the Moscow region and is part of Inter RAO Group.

Fasten is an international tech company offering transportation services. Their technology lets users order a car and driver with a single tap on their smartphone or by making a single call. Fasten is available in Russia, Kazakhstan, Ukraine, the US, and the Czech Republic under the brand names Fasten, RuTaxi, Red Taxi, Taxi Saturn, and Vezyet.

The SLC Motors Group is the leading car dealer in Siberia and Altai Krai. In 2011 the Group’s share of foreign car sales in the Novosibirsk market grew by more than 35%. The company offers sales as well as warranty and after-sales maintenance for Toyota, Lexus, Nissan, Audi, Porsche, Volvo, Ford, Mitsubishi, and Hyundai-made cars. SLC Motors dealerships are located in Novosibirsk and Barnaul. The Group boasts more than 1000 employees.

The company offers a full range of KARCHER cleaning and washing equipment for professional and home use. It is the largest KARCHER service center in the region, with a reliable reserve of consumables and spare parts. Its main activities also include the organization and supply of turnkey car wash systems (designing car wash systems, supplying and mounting of “sandwich” modules; supplying car wash equipment direct from Germany; connecting equipment; training personnel).

Global energy company

The Inter RAO Group (http://interrao.com/en/) is a diversified energy holding active in Russia and abroad across a number of segments in the electric energy business. The group owns and manages power plants capable of generating 35 GW.

Petrol Plus Region, a Russian department of the international corporation FleetCor, a global leader in fuel card processing.

Y-club provides services to its clients through its operator desks located in Moscow and London. Clients can approach the company with a wide variety of requests – from calling a luxury taxi or reserving a table at a restaurant to legal assistance, arranging a corporate event or exotic travel.

The Softline group of companies (www.softline.ru) has been involved in information technologies since 1993 and holds a leading position in the licensing of software, training and consulting. The company is an authorized partner of over 1,000 software developers. Today, Softline employs more than 1,000 people and has offices in 19 cities and towns of Russia, eight CIS countries and Mongolia. Softline is one of the ten fastest-growing companies in the Russian IT market.

BRISCO (http://brisco.ru/) is a major tour operator and part of TH&C, a tourism holding company, and has been offering clients unique vacations for the past ten years.

Marko-plus is a service company specializing in information technologies. The company is a member of ST Group Holding (Republic of Belarus) whose prioritized activity is the provision of a set of IT services for the B2B segment, primarily for banks and industrial enterprises. Besides OOO Marko-plus, the Holding also includes Marko companies, System Technologies, Rond and Belsoft-Borlas Group.

Gazprombank (Joint Stock Company) is one of the largest multi-faceted financial institutions in Russia, providing a wide range of banking, financial, investment products and services to corporate and private customers, financial institutions, institutional and private investors.   The bank is one of the three largest banks in Russia by all major indicators and ranks third in the list of banks in Central and Eastern Europe in terms of equity.

AO Raiffeisenbank, a subsidiary of Raiffeisen Bank International AG, is one of the largest Russian banks in terms of assets and has been included in the list of systemically important Russian banks. Raiffeisenbank Russia is a highly-developed universal banking institution which offers a full range of services to retail and corporate customers. The bank is active on the currency and interbank markets. It has a strong position both in retail and corporate lending, including lending to small and medium-sized businesses.

Promsvyazbank is one of the 10 largest Russian banks; it is a full-service, partially state-owned financial institution with a 20-year history.
Promsvyazbank has been recognized by the Central Bank of Russia as one of the country’s strategically important financial institutions.
Promsvyazbank was chosen as a base bank for implementing the government defense order and servicing large government contracts. It provides a full range of services to retail and corporate customers, including small and medium-sized enterprises.

OTP Bank - a universal credit institution offering a wide range of banking services and products for corporate and private clients, one of the top-50 largest Russian banks.

Russian Slavic Bank (AKB RUSSLAVBANK ZAO), a commercial bank, has specialized in serving individuals and legal entities since 1990, including nonresidents of the Russian Federation. The bank is the operator of CONTACT, Russia’s first money transfer and payment system, which operates not only in Russia but also in the CIS, Baltic States, and other foreign countries.

QIWI is a leading provider of next generation payment and financial services in Russia and the CIS. It has an integrated proprietary network that enables payment services across online, mobile and physical channels. It has deployed over 18.1 million virtual wallets and over 113,000 kiosks and terminals. QIWI services helps merchants and customers to accept and transfer over RUB 135 billion in cash and electronic payments monthly, connecting over 31 million consumers who use its network at least once a month. QIWI’s customers can use cash, pre-paid cards and other electronic payment methods in order to pay for goods and services or transfer money across virtual or physical payment instruments.

Rosgosstrakh, is a major insurance player on the Russian market and part of Bank Otkritie Group. It has over 1,600 offices across the Russian Federation. The company has about 50 thousand employees and insurance agents. On October 6 2021, Rosgosstrakh will be celebrating its 100th anniversary.

RESO-Garantia insurance company was founded in 1991 and is one of the top five players on the Russian market. The company offers more than a hundred insurance products. The company's priorities are auto insurance, private medical insurance, commercial and private property insurance, mortgage insurance, travel insurance, and accident insurance. The reliability of RESO-Garantia is confirmed by its high position in the ratings of Standard&Poor’s, Expert RA and the National Credit Ratings agency. The company employs over 37.6 thousand agents and brokers, and has more than 1,400 subsidiaries and sales offices all across Russia. RESO-Garantia serves almost 11 million clients, both individuals and corporations.

CarMoney is a secured car loans financial service. The company was founded in 2016 and today is the leader in secured loans. The company is represented through 1,900 partner offices in 68 Russian regions.

Legion (www.lgn.ru) is a versatile commercial bank with operations in 15 Russian cities that has staked its reputation on providing a high level of remote service across a geographically distributed branch network.

Bank Rossiya opened its doors in St. Petersburg on June 27, 1990, as one of the first privately owned banks in the country. It currently offers a wide range of banking products and services to corporate and private clients, and boasts a license to perform banking operations as well as licenses as a professional operator in the securities market.

Global leader in insurance

International insurance company

International insurance company

Uralprivatbank is the winner of the Russian National Banking Award in the nomination for Best Regional Bank in the Ural Federal District. The bank was founded in 1989 and has branches in Moscow, Yekaterinburg, Verkhnyaya Pyshma, Aramil, Berezovsky, Zarechny, Pervouralsk, Polevskoy, Revda, and Sysert.

The bank has branches in Vladivostok, Artyom, Ussuriysk, Nakhodka, Khabarovsk, and Komsomolsk-on-Amur.

Haier is the largest Chinese producer of home appliances and electronics. Initially, the company manufactured refrigerators, gradually expanding its range of products. Today, Haier goods are sold in over 160 countries, and its total number of employees exceeds 78,000. Haier first entered Russian market in 2007, and in 2016 the company launched its first refrigerator-manufacturing plant in the city of Naberezhnye Chelny, bringing manufacturing jobs to Russia and founding Haier Industrial Park. As of today, Haier Industrial Park Russia includes three plants which produce refrigerators, washing machines and TV sets.

Avon is an international cosmetics company founded in 1886 and represented in more than 50 world countries. The business includes company-owned manufacturing facilities, supply chains, distribution centers and a global Innovation Center where new products are created. Avon first came to Russia in 1992. Today it is the leader of Russian beauty products market with a 99%  brand recognition.

Stroitelny Dvor is a Russian company which runs a DIY retail chain of the same name, as well as specialized stores selling flooring materials, heating and water supply systems. The company is the 9th largest Russian DIY retailer in terms of sales revenue.

It currently includes more than 360 pharmacies in 12 Russian regions, all ranging in format from discounters to pharmamarkets. ERKAPHARM includes a number of pharmacy chains: Doctor Stoletov, Ozerki, Khoroshaya Apteka, Narodnaya Apteka, and Apteka No. 1. The group employs more than 3,500 people.

The DIXY Group (MICEX: DIXY) is a leading Russian retail company selling food, drinks, and other everyday products. The group is third in revenue, size, and store quantity among Russian retail operators in the grocery segment. It has more than 60,000 employees.

One of the biggest players in the Russian retail market for household appliances and electronics for 23 years, Tehnosila is visited by about 1.5 million customers every month. The company runs 85 stores in 52 Russian cities, while more than 5 million people log onto www.tehnosila.ru.

The Sportmaster chain includes more than 400 stores selling all kinds of sports equipment in over 150 cities across Russia, Ukraine, Belarus, Kazakhstan, and China

International group of breweries

International manufacturer of consumer goods

The Tyumen region Call Center (CC) was established by order of the government of the Tyumen region. The call center provides information and consulting services to the public, government agencies and local governments of the Tyumen region, as well as state and municipal institutions of the Tyumen region.

International Aerospace Exhibition

Municipal information and inquiry service (MIIS). Established as a subdivision of the Orenburg City Administration.

The Ministry of Transport & Communications of the Republic of Kazakhstan is a central executive agency in the Republic of Kazakhstan that exercises government regulation in the fields of transport, communications, informatization, control over the informatization of public services and the coordination of citizen service centers, as well as, to the extent contemplated by legislation, inter-industry coordination.

Avito is the largest Russian classified advertisements website, according to SimilarWeb. Avito has 50 million monthly users, which amounts to a third of the Russian population. There are over 60 million classified ads on the website, with over 500 thousand added every day. Fifty four per cent are mobile users. Every second, there are two deals made on the Avito website.

Russia's largest online store offering domestic and foreign plumbing production.

The Vasko company (www.vasko.ru) was established in 1991. The company has specialized in the wholesale supply of home appliances and electronics to the Russian market. Since 2004, the company has been expanding into the vasko.ru online shop. Vasko.ru is a partner of large trade networks, such as M-Video, Tekhnosila, Tekhnopark and Expert, and offers products by global manufacturers including Bosch, Siemens, Electrolux, Kaiser, Panasonic, Ardo, Candy and many others.

Softkey.ru online shop (www.softkey.ru) specializes in the sale of licensed software created by leading Russian and foreign developers. It has offices in 7 countries and its catalogue contains over 6,000 product items supplied by almost 900 vendors. Softkey.ru currently occupies 17th position in the Russian online shops effectiveness rating drawn up by the National Association of Participants in Electronic Trade. SoftKey.ru has been providing a base for online shops of well-known Russian vendors including Kaspersky Lab, ABBYY Software House, ASPLinus and others.

Himart.ru is online electronics hypermarket (www.003.ru) was created in 2000 and is one of the first professional online shops offering home appliances. Today, 003.ru has a strong lead in the sale of home appliances through the Internet in Russia and CIS countries. In 2004, the company opened a new shop – Himart.ru – which specializes in the sale of elite video and audio appliances.

Sheremetyevo, a Russian international airport of federal importance and one of the four main Moscow airports, has the largest passenger flow among all the airports in Russia. Sheremetyevo is one of the ten biggest European airports and one of the fifty busiest airports in the world.

BelkaCar is a Russian car sharing company operating in Moscow and Sochi which offers short-term rentals via its mobile application. The company’s car fleets, one of the largest in the Russian car sharing industry, includes Kia Rio, Kia Rio X-Line, Mercedes-Benz CLA, Mercedes-Benz GLA, and Ford Fiesta models.

Jaguar Land Rover Russia (www.landrover.ru and www.jaguar.ru) represents Jaguar Land Rover, a British company, in Russia, and specializes in high-end auto sales. Most of the company’s production capacity is located in the UK.

Single operator for the rail transportation of passengers between the main Moscow airports