The energy supplier RKS-Energo has implemented a unified contact center based on the Naumen Contact Center platform. The project was carried out by the IT solutions provider Obit, which integrated the new system with the company's existing 1C Billing software using the Datareon ESB corporate service bus.
The new infrastructure, deployed on-premise, provides operators with a single interface containing complete client profiles, including contract details, metering data, and payment history. This setup replaces the previous IP-telephony system based on Asterisk, which lacked centralized management and data access.
Following the deployment, RKS-Energo reported a 50% reduction in missed calls and a 40% decrease in the average time required to handle customer inquiries. The system now maintains a service level exceeding 80% and includes automated IVR menus and call routing to manage the monthly volume of approximately 40,000 inquiries.
The platform allows management to monitor service quality through automated metrics, such as wait times and queue status. RKS-Energo serves over 580,000 individual consumers and more than 11,000 legal entities in the Leningrad Region, and the company plans to continue automating routine service scenarios.