Historically speaking, NODA has always been widely represented in the outsourcing contact center segment: according to a Cnews 2013 report, every fourth outsourcing contact center in Russia uses it. That level of popularity is explained by the product’s combination of reliability, developed functionality, and reasonable TCO.
Each new release of the platform builds on close relationships with clients to conform ever more closely to the industry’s needs. Many contact centers using NODA have multiplied their capabilities many times over, including Gran, which went from 50 operators in 2006, when cooperation began, to 820. Another example, New Contact, went from 20 operators to 950 in three years.
Just about every outsourcing call center has a number of incoming projects in its portfolio that require hot lines, a tech support service, reception, and more. This project type is generally characterized by a large number of calls coming in daily and unplanned loads at peak hours, something that piles on reliability requirements. NODA offers the following tools to help effectively handle incoming projects:
Outsourcing contact centers handle up to 50 outgoing projects at any given time. Every one of them is unique, requiring time to customize so as to meet client requirements. At the same time, clients more and more often require a fast start. With NODA the speed with which campaigns are launched depends not on their technical aspects, but only on the time it takes to select and train operators. Noda Contact Center offers the following tools for effective management of outgoing projects:
NODA’s licensing policy stands in stark contrast to its closest western competitors: setting up Noda Contact Center requires no special equipment or server programs. The platform can also run on any open source software, including Oracle Linux, Ubuntu, and PostgreSQL. According to information gleaned from NODA clients, each 100 operators requires on average a support team made up of only one IT specialist. The simple and intuitive interface lends itself to handling the majority of standard tasks at the user level without bringing in programmers, cutting maintenance costs.
It is imperative that outsourcing contact centers have the ability to quickly expand their capabilities, including by hooking up remote operators, to meet the needs of projects that require additional resources. Noda Contact Center offers the ability to do so gradually or all at once. In 2011 New Contact, for instance, added 100 additional operators in the space of two weeks.