The PROFIT Callcenter Day conference on new solutions for call centers is being held today in Almaty.

The modern call centers’ functionality surpasses considerably those we had been a few years ago comfortable with. Today, call centers aggregate multiple customer communication channels; are capable of managing operators’ working time; use the outgoing call-around systems; enable subscriber’s voice identification and recognition of conversations’ emotional tone; issue the multi-parameter analytics. Moreover, the up-to-date trend for migration to clouds dictates new rules as well: increasingly more companies are thinking over virtualization of their call centers’ functionalities.

At the today’s PROFIT Callcenter Day and on the sidelines thereof, the experts and attendees are vigorously discussing the innovations for call centers, the technological improvement thereof, the contact environment, chatbots, vs-operators, the call centers’ role in the world of Internet of Things, and the organization o0f support in social media.

Y.Melnikov, Director General of International Call Center Certification Institute, A.Zaitsev, Director of Naumen Call Centers Department, and A.Ulmanova, Director of Integrated Call Center were among the invited experts.

“At the PROFIT Callcenter Day, absolutely topical problems are being discussed. The Conference’s goal is to show the capabilities of modern technologies in call centers and how these are to be developed and made more customer-centric ones. To make the Integrated Call Center more efficient, we are also planning to implement several novelties. These are: the speech analytics systems, the automated customer service systems, and omnichannelness. For instance, the voice menu automation will allow reducing operators’ working load through system’s answering the trivial questions and redirecting customers to the groups they need. Implementing the omnichannelness will allow both customer’s and operator’s seamlessly switching over between the application submission channels, with operator being able to fully track the customer’s actions and understand over which channels the application was submitted, at what step a problem emerged, and over which channel the customer would like to get feedback.And implementing the speech analytics will ensure monitoring of the incoming applications, generating the subjects catalogue and updating the knowledge base. In addition, this tool will enable promptly identifying the arising topical queries from users and automating the evaluation of service quality. All these will allow promptly responding to the incoming applications and improving citizen service quality. Eventually, we will come to the Integrated Call Center really becoming a smart call center”, Anar Ulmanova, the 1414 Integrated Call Center Director said.

It should be reminded that the 1414 Integrated Call Center of the Republic of Kazakhstan provides free consultations 24x7 to citizens on issues relating to public services delivery over the free number 1414 from any phone anywhere throughout the country.