Creating a call center

Customer communications:

Pet-Doctor helps pet owners to arrange a visit to a veterinarian. The company maintains a knowledge base about veterinary services in Moscow. With integrated VoIP features, Pet-Doctor call center operators can help select an appropriate veterinarian in just two minutes. After the visit, Pet-Doctor operators ask customers for feedback, and rank the clinics based on those ratings from the public. Pet-Doctor uses the Voximplant platform to record all calls, and uses the recordings for reference or to answer any subsequent questions.

About Pet-Doctor

Pet-Doctor is a service to search for and select veterinarians and clinics in Moscow and the Moscow region. The service allows the owners of pets and exotic animals to find the appropriate clinic or specialist in minutes, or to arrange home visits. Users can also now ask veterinarians for advice online in any convenient format (chat, audio or video consultation).

We chose our call center provider very carefully. One of the crucial points for us was the use of SIP and WebRTC technologies. Although we’ve now launched our own video call service for online consultations, the Voximplant solution is still our reliable backup plan. Our project is now a little over a year old, and from the very first day we have been using Voximplant for our call center. Now we can confirm that we’ve made the right choice. The Voximplant team is always there to offer support and help us solve any technical issue we may face.
Alexandra Gerasimova
Cofounder & CEO of Pet-Doctor

Voximplant in action

Call center

A customer calls on a multichannel phone number. The VoxEngine script selects an available operator whom it redirects the call to. The conversation can be recorded if needed.

Call back

Pet-Doctor sends a request to the Voximplant HTTP API to run the VoxEngine script, which first gets through to an operator and then connects the operator with the customer. The conversation can be recorded if needed.

Results

3-4 thousand calls per month
SIP connection to the call center
Call monitoring and recording
Reduced request processing time (2 minutes instead of 16)
VoIP integration with analytics services
100 new feedbacks per month