16 March 2010
The Baikal-Service company has been a major player in the Russian shipping and transportation market for over 15 years now, renowned for its reliability and business excellence. The company’s specialty lies in oversized cargo transportation and container shipping by both air and ground with a current customer base in over 100 cities all over Russia and counting.
On its path of dynamic expansion and service perfection, Baikal-Service faced a challenge of efficient automatic control over ever growing quantity of incoming and outgoing phone calls. The most adequate solution came with the Call-o-Call® system from Forte-IT. Besides the regular feature of customer service quality control, the Forte-IT advanced system design provides for customer service call recording and statistic data gathering over the whole company for better results. Also, the Fax-server module of the new system made fax reception and delivery fully automated for a much improved efficiency of the company’s everyday operations.
Deployment of the Forte-IT Call-o-Call® system resulted in a significant optimization of customer service procedures and an overall improvement of the company image for its customers and partners. The Call-o-Call® call center now makes a vital tool of customer service quality control to ensure better handling of telephone calls, web requests and e-mail messages.
Elena Solenova, the CIO of Baikal-Service SC, says: “We were extremely cautious and demanding when choosing our next call-center provider, We made a comprehensive market analysis, we studied every proposal and visited many call-center installations currently in service. Finally, we decided in favor of the Forte-IT company for both functionality of their system and the exceptional level of customer support. We do expect our partnership with Forte-IT to be mutually successful and truly fruitful in the future.“
The Forte-IT company entered the Russian computer telephony market in 1994 to soon become a leading telecom software manufacturer. All Forte-IT solutions rely on the state-of-the-art hardware by Dialogic®, a world renowned leader and pioneer of the computer telephony industry.
