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A step ahead

Tretyakov Gallery Becomes Even More Visitor-Friendly with a New Cloud Contact Center

3 minutes 240

The State Tretyakov Gallery has launched a cloud contact center with an Interactive Voice Response (IVR) subsystem. Now, callers can not only promptly reach agents via a single phone number, but also obtain information about museum exhibitions, ticket prices, and open hours on their own. The project was completed by CROC in just a few business days and resulted in a dramatic increase in the number of calls processed by the contact center.

Thanks to the functionality of CROC’s cloud, callers can be sure that each and every one of their calls will be accepted, with the museum now being able to effectively process calls, provide information via IVR, check the quality of consultations, collect statistics on user interests, and much more.

«We want our guests to be able to easily reach us. The Tretyakov Gallery holds many exhibitions and scientific and educational events, and we therefore receive hundreds of calls every day about everything, from booking a guided tour to participation in joint Russian and foreign projects. CROC helped us promptly create a contact center capable of providing high-quality information and consultation services,» said Tatyana Mrdulyash, Deputy Director General for Development, State Tretyakov Gallery.

Thanks to IVR functionality, callers can obtain information about museum operation by pressing a phone key corresponding to a subject they are interested in (e.g. tickets or exhibition working time). If a caller has any additional questions, they will be transferred to an agent. The cloud contact center has nine agents who process 7,000+ calls every month, with the conversation recording subsystem being used to evaluate agent consultation quality.

In addition, the reporting system enables a contact center supervisor to access information about every agent in real time, including the number of processed calls, average conversation duration, response waiting time, and much more, and thus monitor agent performance and effectively manage agent load. The reporting system also analyzes call topics to identify the most popular exhibitions and expos in order to bring the IVR subsystem in line with people’s interests and get them more involved in museum projects.

«Our customer service operations required quick installation of a fully-functional contact center. Naturally, such a technologically complex solution cannot be created from scratch in just a few days and without any additional resources. We like the cloud-based service model proposed by CROC because it provides us with a turn-key contact center as a managed service under a clear SLA,» noted Dmitry Moshkov, Head of Digital and Information Technology Practice, State Tretyakov Gallery.

The cloud contact center is provided to the State Tretyakov Gallery as a managed service for a monthly fee, with CROC’s highly qualified specialists being fully responsible for its development, management, and technical support on a 24/7 basis.

«The physical infrastructure of a contact center is not only very expensive and subject to degradation over time, but also faces soaring loads as the number of customers increases. Not every company can afford an infrastructure upgrade, especially during a crisis. Such customers can benefit from a cloud service that is easy to manage and scale, while cloud contact center as a managed service is even more convenient as it provides customers with access to both infrastructure and IT specialists without extra cost,» added Svetlana Vrublevskaya, Deputy Director of Telecom Department for Services, CROC.

CROC’s portfolio of Managed Services comprises 50+ business communication, business, ICT infrastructure management and operation, and business continuity and security services, many of which can be deployed in just a few days.

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