Implementation of Mototelecom Call center in IDGC of Centre

Selecting the solution provider capable to offer the most optimal variant of creation of contact center, the management of IDGC stopped on Mototelecom company — the system developer of Mototelecom Call Center.

Within the project specialists Mototelecom created the uniform call center providing service of eleven regional "hot lines". In each region the gateway implemented based on Mototelecom VoIP Gateway which connects a hot line to the interregional center is installed. The incoming call is registered and put in queue. When there is a free operator, the call is transferred from gateway queue to the center of processing. Such system architecture at which all parking subscribers are in queue allows to use effectively communication channels of gateways with the interregional center. They are used only for those subscribers to whom operators talk at present.

If communication of the gateway and call center will be broken, operators will be able to be connected directly to queue and to work with calls of a regional hot line irrespective of the center. It is possible to make it as far off, and being directly in the building where the gateway is located. Project Results

Project implementation in IDGC allowed to create the interregional call center integrating 11 regional "hot lines". Use of the Mototelecom® Call Center system gave the chance to ensure continuous functioning of contact center in the 24х7 mode with availability quotient not less than 0.99.

The software package is used in IDGC for implementation of automatic informing subscribers on an outstanding amount and terms of its repayment. At the same time necessary data are imported from the SAP CRM system. In a system results of processing of calls are fixed by operators and tasks for implementation of automatic call-down form. With its help carry out monitoring of loading of contact center that allows to control work of all operators in real time.

Implementing solution promoted quality improvement of processing of addresses of the population, ensuring convenience of providing information to citizens and also in general has a positive impact on efficiency of specialists of IDGC in service of inhabitants of regions of the CFD.

When implementing the project it was used by software:

• Mototelecom® Call Center
• Mototelecom® VoIP Gateway