KazakhUpack: one phone system for three cities and two languages
KazakhUpack distributes plastic packaging from offices in Almaty, Shymkent and Karaganda. We built a cloud phone system with a branching call scheme, so a client from any city reaches the right branch and department.
- Client
- KazakhUpack
- Branches
- Almaty, Shymkent, Karaganda
- System
- Cloud PBX
- Scope
- Bilingual IVR, routing, after hours
Every call to the right city and department
Three cities, several departments and a stream of calls on one number meant callers often reached the wrong place.
Managers lost time transferring calls by hand, and clients had to explain their question twice.
A scenario tree solved it: the assistant checks the language and the request, sends the call to the right city and department and offers an alternative after hours.
- Routing by city
- Two languages
- Groups by department
- No lost calls after hours
A multi-level call scheme
Assistant, language choice, routing, website link and after-hours logic in one tree.
- 01
Voice assistant
A multi-level menu greets the caller and leads them step by step to the right department.
- 02
Branch hierarchy
Calls are distributed between Almaty, Shymkent and Karaganda, so clients reach their region.
- 03
Department groups
Managers are grouped by task and city, and the call goes to the first available person.
- 04
Two languages
The scenario runs in Russian and English and continues in the language the caller chooses.
- 05
Website and messengers
Requests from the website and messengers join the same flow and are linked to the CRM.
- 06
After-hours logic
Outside working hours the assistant shares the schedule and offers a callback or a message.
A transparent route for every call
The call scheme and history show how each call moves through branches and departments.
Every call finds its city, department and manager
KazakhUpack now has a cloud phone system for three branches: a bilingual voice assistant, routing by city and department, website and messenger links and an after-hours scenario. Calls from three cities work as one transparent system.
One scheme for three branches and two languages, with the route of every call visible and rules applied even after hours.
The call goes straight to their city and department in their language, without manual transfers.
More automation and work for KazakhUpack
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