1. Naumen Phone
Solution for the automation
of call centers

2. Сorporate profile
NAUMEN is a leading developer of complete software solutions for the automation of
in-house and outsourced call centers.
Since its foundation in 2001 Naumen experts in cooperation with partners have
successfully developed and implemented Naumen Phone solutions in more than 300
call centers in Eastern Europe, Central Asia and CIS. Today the total volume of
workplaces in these call centers is more than 10 thousand, every month they serve
over 10 million customers.
NAUMEN Company in Figures:
 10 years on the market of software solutions for business and public authorities
 More than 700 projects in Russia and CIS countries
 More than 20 partners in different cities of Russia and in CIS
NAUMEN Team
Naumen employs over 300 skilled professionals, more than 200 of them are
developers and engineers.

3. Introducing
What product we are deliver
Naumen is a leading developer of software solutions for call centers. We are pleased to
offer our partners and customers from APAC Region Naumen Phone, a complete solution,
designed for the automation of call centers. For over 10 years Naumen has been
developing and improving Naumen Phone solution. We provide consulting services for
partners in the implementation and technical support for our product. Together with
partners we have successfully implemented over 300 projects.
By type of communication: By verticals:
 Backoffice & reception service  BFCI
 Telemarketing, surveys and questionnaires  Telco
 Sales leads generation and appointments  Government
 Customer care  Outsourced contact centers
 Customer retention & recovery  On-line business and store
 Help desk etc.  Automobile sales center and travel agency

4. Where it is used
Customer profile
 Processes more than 200 incoming/outgoing calls of each type a day
 Uses phone as main channel of interaction with customers and/or main
sales channel
 Demands tight control of business processes that include interaction
over the phone
 Is highly computerized and possesses distributed computer network

5. Major Applications
Naumen Phone solves key issues in the automation of call
centers, including:
 Smart call switching featuring the ACD functionality
(based on the VoIP / SIP technology)
 Managing call centers business processes, projects and resources
 Workplace automation for agents and supervisors
 Real time and historical reporting of all activities, statistics and analytical data
(OLAP reports)

6. Advantages
Improves
 The performance of the call center agents and сall center as a whole
 The speed of launching new projects
 Quality of services
 Number of campaigns served simultaneously
 The key KPI and financial results
Reduces
 Costs for the purchase of expensive equipment and licenses
 Deployment time and time of integration with existing applications owned by
customers
 Expenses for technical specialists and programmers

7. Highlights
 One Vendor Solution
o covers all the functional needs of the call centers
o reduces expenses for integration and support of solutions from different
vendors
 High performance and reliability
o guaranteed fault tolerance 99.99%
o alerts and fault notifications support
 Low financial barrier for starting and expanding call center
o low licenses cost, possibility to lease license or pay for it later
o to expand a call center you simply get additional licenses
 Ease of configuration and maintenance of the system
o campaign management and project optimization tools
o web-base management interface

8. Highlights
 Agent work automation
o Powerful agent scripting module with full CATI features
o Knowledge base for agents providing them with
comprehensive information
o Integration with external customer systems, such as CRM,
Helpdesk, etc.
 Call centers for the visually impaired agents with
special workplaces
 Multi-site call centers and home based agents

9. Highlights
 Accessible technical platform
o multi-platform agents and supervisors workplaces
(Linux, Windows, Mac OS)
o all server components run on the Linux operating system and Intel
processor
 Fast and high performance scalability
o increasing productivity up to 1000+ workplaces by adding more servers
 Customization of Naumen Phone for the unique needs of each
client

10. Product Suite
Inbound ACD • Smart call switching, featuring the ACD functionality.
• Managing call queues based on any types of call distribution
algorithms
Outbound Dialer • Preview, Progressive, Predictive
• Automatic dialing without agents
• Telemarketing and surveys module
Campaign optimization • Campaign preparation and launching
• Campaign management and reporting
IVR • DTMF and voice enabled IVR (TTS, ASR)
• IVR Builder
Call Recording • Call recording
Performance Mgmt. • Real-time and historical reporting for supervisor
• Personal agents’ statistics
SoftPhone • Agent scripting
• Built-in knowledge base and phonebook
Alerting and fault • Monitoring of all software components of call center
notifications • Emergency situations notification

11. Inbound ACD
 Intelligent Сall Routing, based on campaign settings,
agents skills and queue algorithm (ACD)
 Support of all queue scheduling algorithm (most idle,
most busy, most skilled etc.)
 DTMF and voice enabled IVR (TTS, ASR)
 Agent scripting with ability to use information from
CRM, knowledge base, Help Desk etc.
 Ability to manage calls according to priority

12. Outbound Dialing
 Automatic outbound dialing (Predictive, Progressive, Preview)
 Fully automatic outbound dialing needs no agents (DTMF and voice enabled IVR)
 Agent scripting with ability to use information from CRM, knowledge base, Help
Desk etc.
 Call suspending with exact rescheduling

13. Campaign management and optimization
 Campaign preparation and launch only by
campaign manager without programmers
 Campaign management and optimization tools
 Launching new campaigns in 20 minutes
 Planning agents’ work and work of working
groups
 Launching and stopping campaigns on schedule
 Web-based customer self service to monitor and
control the campaign progress

14. Reporting
 Built-in set of standard reports to control
call center operations and performance
 Builder for real time and historical
reporting of all activities, statistics, and
analytical data (OLAP reports)
 Web-based remote access of customer
reps to campaign reports for review
 Multi user access to report generation and
review
 Scheduled report generation with E-mail
delivery

15. Agent scripting
 Build-in in agent workplace feature that
support call script handling in single window
 Varied type of agent scripting for different type
of calls and campaigns
 Dialog behavior changes depending on
answers of phone call counterparty
 Script form page may contain information
about call counterparty: ID, name, phone
number, e-mail, etc. It may be obtained from
external applications
 Agent script builder – an integrated tool for
creating scripts of any complexity

16. Interactive Voice Responce
IVR Builder
 Useful tool for designing IVR scripts of any complexity
 Designing IVR from ready-to-use blocks (Drug & Drop)
 Extended collection of ready-to-use blocks for building IVRs
 Use of commonly adopted scripted programming languages
 Integration with external databases and CRM systems
 Support of VoiceXML
Supported type of IVR
 DTMF IVR
 Voice enabled IVR, that
supports TTS and ASR

17. Naumen Soft Phone
 Supports all standard features of phone:  Personal agent statistics and trends
transferring, creating conferences, etc  Unified corporate and personal
 Manage the calls and conferences by phonebook
using intuitive and convenient graphical  Local conversation recording on
tool demand
 Powerful build-in agent scripting  Easy-to-use customizable GUI
 On-line control of agent status  Voice mail support
(speaking, ready, away, ACW)
 Ability to use information from CRM,
knowledge base and other information
system in single window
 Supports Linux, MS Windows, Mac OS

18. Naumen Soft Phone
Features for Agent Features for Supervisor
 Call handling  Silent call listening and monitoring
 Blind, returning and attended transfer  Monitoring status of queues and
 Create and handle audio conferences campaigns
 Local conversation recording  Monitoring status of agents
 Personal statistics and trends  Call intrusion, call interception
 Scripts for right call handling  Agent dismissal
 Voice messaging  Campaign statistics
 After call work (ACW)  Agent status reporting

19. Case study
Amadeus, global reservation system
Creation of a multisite call center of the global online reservation
system based on the Naumen Phone Outsourcing solution. As a result
of the project Amadeus agents serve a total queue of calls, regardless
of where they are located geographically. Due to this the speed of the
calls processing has increased by 20%, waiting time for customers
from various countries of the CIS and Central Asia has reduced.
KARCHER, one of the largest cleansing equipment manufacturers in the
Europe
Creation of the call center in the KARCHER sale and equipment
servicing center, based on the IP call center Naumen Phone
solution. Today, all calls are sent to a single multi-channel number of
the company and are distributed to available agents. Due to the use
of IVR-module customers can listen to music, information or
advertising messages while holding. Agents have now the opportunity
to work with the electronic phone book, and to monitor the presence
of another agent in the workplace. The company management has
been able to analyze the quality of telephone services on the basis of
statistical data.

20. Case study
“Arguments & Facts”, a leading publishing house in Eastern Europe
“Argumenty i Facty” has more than 65 publications with an audience of 26,273,500
people. Naumen organized a call center based on the Naumen Phone solution for
“Argumenty i Facty”. As a result, “Argumenty i Facty” agens are processing over a
thousand phone calls daily. When a call comes in the Naumen SoftPhone, working
window displays information about the caller and the questionnaires and instructions
for the agents obtained from the Naumen CRM system. Contact Center also provides
a means for managing call processing, monitoring and analyzing workload
statistics. The contact center has become an effective tool for conducting such
activities as “hot lines”.
TELE-KURS, one of the largest outsourced call centers in Eastern Europe for the visually impaired
operators
Creation of one of the largest outsourced call center with workplaces to the visually
impaired agents in Eastern Europe. To create a call center with total area of ​43
thousand square meters, the NAUMEN Phone Outsourcing solution was used. As a
result of the project more than 900 workplaces for the visually impaired agents have
been created. The majority of agents, visually impaired professionals of the call
center, perform using the keyboard with a large number of “hot” keys. Screenreader
voices the text information for the visually impaired agent from their monitor, and
thus the agent is able to perform their job functions. “Tele-Kurs” call center was used
for receiving and processing “hot line” calls between the population of the Russian
Federation and the Russian Prime Minister Vladimir Putin.

21. Case study
LANCK TELECOM, a global telecom operator
The call center has been established on the basis of the Naumen Phone
solution. Call center agents’ workplaces are equipped with Naumen
SoftPhone telephones with support of multi-channel communication, the
ability to record conversations and receive data from external
applications. Automated call handling has improved the quality of
customer service by reducing response time and reducing number of lost
calls to a minimum.
TOP Contact, one of the first outsourced call-center in Uzbekistan
Creation of TOP Contact, one of the first outsourced call center in
Uzbekistan. Call center has been established based on a Naumen Phone
Outsourcing software solution. The NPO functionality allow TOP-Contact
call center, not only offering a wide range of services to its customers –
telephone sales, marketing research, the hot line, taking orders, virtual
office, but also providing quality service to the clients’ projects in these
areas. One indicator of an effective call center work is the 5-fold increase
in the number of incoming calls per year during the campaign. Contact
center capacity allows simultaneously carrying more than 10 customers’
projects. Fault-tolerant software solution ensures uninterrupted
operation of the call-center 24/7.

22. Other Naumen clients

23. Russia and CIS market position
Is the #1 solution in CIS for creating profitable call
centers ranged from 5 до 2,500 work seats.
Is the 100% software VoIP solution for corporate
and outsourced call centers, is highly reliable and
fault tolerant
Market Position:
 Has 300+ installations in Russia and CIS countries with total number of agent
seats exceeding 10 thousands
 Is ranked 4th in Russia among all vendors supplying call center solutions, right
after Avaya, Cisco и Genesys (by Russian NCCA research, 2010);
 Declared as «The Best Product of the Year 2012» in Russia and CIS countries on
Сall Center Word Forum 2012
 The largest Russian call center is built on Naumen Phone solution
 Is cost effective alternative to Avaya, Cisco Call Manager solutions

24. Naumen is pleased to work with you to develop
a solution that best suits your needs. Contact us to
arrange a live, customized Naumen Phone
presentation and demonstration.
Email
apac@naumen.com
Phone
+7(495) 783–02–87
Web
www.naumen.com