Our contact center runs CoCos CEP technology

Our contact center runs CoCos CEP technology

ProKontakt use COCOS Customer Engagement Platform

Customers want choice. They want to be able to contact you at any time, from anywhere, through the communication channel of their choice.

Use of ProKontakt outsourcing services means simplifying customer interaction management with the leading edge technology, best customer cervice and optimum costs.

ProKontakt is using COCOS Customer Engagement Platform - an infrastructure that enabled us to evolve a traditional contact center into a customer engagement center. COCOS CEP is helping us to deliver great customer experience across different channels and touch-points. It enables us to handle multichannel communication inside single platform with complete campaign management tools for advanced segmentation and targeted interaction management.  

Some of the tools utilized at ProKontakt include:
  • multichannel support (phone, email, fax, sms, web-chat, web & video call, letter, co-browsing / screen sharing),
  • interactive waiting queues with full IVR self service capabilities and automated services,
  • screen popup for incoming contacts,
  • proactive outbound management with:
    • outbound call campaigns,
    • proactive notifications,
    • predictive dialling,
    • virtual agents.
  • campaign management that enables “multi/cross channel” marketing communication campaigns, from simple to complex. It enables to define target segments, priority selection rules, communication/distribution channels, campaigns’ schedule/execution, and monitor the success of communication with customers,
  • workforce management (scheduling, forecasting, quality monitoring),
  • knowledge base,
  • voice over IP (VoIP) for long distance and international calling,
  • high level of stability and reliability envisages more levels of fall back procedures,
  • high security implementations, conducting regular security audits (ISO 27001:2005 certificated).

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