Front Line

Front Line is enhancing customer service levels while also lowering costs, increasing flexibility and enhancing performance.

Front Line is a leading business process outsourcing services provider in the Russian Federation. Front Line serves the business-to-business and business-to-consumer sectors by promoting clients’ products and services, and their customers can subscribe to a wide range of service offerings.

The initial business strategy involved creating a contact centre equipped with the latest communication technologies, employing professional agents to handle outgoing and incoming calls, and ensuring the best service experience possible. Front Line concluded that Genesys was the best strategic partner to deliver the robust, scalable and cost-effective customer experience solutions needed to fulfill this strategy. “From a technical perspective, the Genesys solution was the overall winner,” declared Tatiana Irge, Director General of Front Line. “The Genesys suite integrates our customer service operations and business processes seamlessly.”

Today, Front Line operates a reliable and scalable contact centre infrastructure that supports a rising client base and enhances revenue streams. The organisation has simplified administration and maximised resource availability, which is especially helpful during peak call times. Moreover, the high-availability Genesys solutions integrate fully with Front Line CRM software and social media channels to deliver personalised and professional service via proactive engagement.

Benefits

• Contact centre architecture supports an increasing client base, while enhancing service delivery and revenue streams
• Supports business growth; agent numbers have increased from 50 to 150 and the contact centre currently handles 7,000 incoming and 20,000 outgoing calls daily
• High-availability technology delivers 100% uptime during peak demand
• Enhances contact centre efficiency and customer service levels, satisfying all clients’ SLAs
• Supports an open standards-based IP infrastructure, lowering costs, increasing flexibility and enhancing performance
• Offers a rapid ROI and makes a valuable contribution to the local economy; forecasts indicate the contact centre will create 700 jobs

Challenges

• Create a reliable, high-availability and scalable contact centre voice architecture to support clients’ products and services
• Employ appropriate contact centre solutions to support rapid business growth in the governmental and commercial sectors
• Ensure the new contact centre technology integrates fully with the organisation’s in-house CRM system
• Meet clients’ varying SLAs

Solutions

• Genesys Contact Centre
• Genesys Outbound
• Genesys SIP
• Interaction Workspace