One of the largest call centres in Russia replaced Microsoft Teams with eXpress

Next Contact — a large contact centre in Russia with more than 1,000 employees. The centre specialises in creating customised support strategies to improve service quality and customer loyalty. 

Challenges in corporate communication 

The foreign messenger Microsoft Teams, previously used for corporate communication, is no longer a reliable option due to external risks and increased licence costs. The team needed a secure and functional tool capable of adapting to Russian business conditions. 

Goals and objectives 

Management decided to switch to domestic digital solutions. For this purpose, Next Contact specialists outlined a number of key requirements for the new platform: 

• User-friendly interface, close to the usual functionality of Teams; 
• Support for mobile and desktop versions for iOS; 
• Ability to organise calls involving 100+ users; 
• Guest access function for external partners; 
• Organisation of data storage on the company's internal servers; 
• Integration with the company's proprietary contact centre management platform - NextCC. 

Decision to switch to eXpress 

The eXpress platform provided an opportunity for the company to deploy its own solution on the customer's virtual servers. In terms of functionality, Superapp fully met the client's expectations - more than 500 employees received familiar and convenient tools in the form of chat rooms, VCS and other functions for communication and collaboration, and the company created a reliable communication channel.

Project results

Переход на eXpress помог компании Next Contact:

• Reduce dependence on foreign decisions by minimising risks associated with geopolitical factors.
• Reduce licence costs by replacing them with one-off setup and integration. 
• Integrate NextCC's proprietary software with eXpress, improving internal communication and contact centre management.

The transition to eXpress was implemented by the developer's partner IT-Pro, a systems integrator that provides comprehensive services for the creation, management and protection of IT infrastructure for businesses.