CROC
http://www.croc.ru/eng/innovations/infrastructure_software_solutions/contact_centers/index.php
+7(495) 974-2274
 
CROC
N1 in Russia in IT Infrastructure CreationN1 in Russia in IT Infrastructure CreationN1 in Russia in IT Infrastructure Creation

 
 
 

Contact Centers

Workforce Management Solutions for the Back Office

What is it?

Deployed in the back office, workforce management solutions allow for automated scheduling and workload forecasting for employees involved in client operations. With this system, companies can achieve maximum employee efficiency.

CROC’s Services

CROC is experienced in the deployment of workforce management systems for back offices based on Avaya Workforce Management.
Solution advantages:

  • Rich integration capacity
  • Proprietary scheduling algorithms
  • Support of existing business processes, staff qualification and preferences

Case Study: Sberbank of Russia - Deployment of workforce planning and management system


Speech Analytics

What is it?

Speech Analytics systems help analyze the content of call center agent dialogs, extract useful information and identify the emotional state of speakers. Speech analytics systems have proven to be effective, particularly when running quantitative and qualitative analysis of the main reasons behind client calls

CROCs Services

CROC is the first company to implement a speech analytics system in Russia. Upon preliminary analysis of a customers infrastructure by CROC, Speech Analytics can be integrated with existing contact center solutions.

Case Study: National Collection Service - Deployment of Speech Analytics system


Voice Synthesis and Recognition Systems

What is it?

Interactive Voice Response (IVR) systems are designed to meet client needs without involving call center agents and are one of the most mission-critical systems of todays contact center. The use of voice synthesis and recognition technology allows for the creation of a next generation IVR menu which navigates clients to information they need based on voice requests. This allows for a significant extension of the range of requested and offered information and makes searching for such information easier for clients.

CROCs Services

CROC offers the entire range of implementation services for voice synthesis and recognition systems: CROC offers the entire range of implementation services for voice synthesis and recognition systems:
  • Development of tailor-made solutions for each customer following business process analysis
  • Hardware supply and licensing
  • Integration of new system with the customers existing infrastructure
These solutions are based on products by Nuance, one of the global leaders in this area, and Voice Technology Center, a Russian developer.