Contact center for the guaranteeing electricity provider of "Orenburgenergosbyt"

The Asteros company created contact center for the guaranteeing electricity provider of "Orenburgenergosbyt". Broad functionality of contact center allowed to bring communication about more than 800 thousand by subscribers of the company to new level.

"Оренбургэнергосбыт" delivers electrical energy in the territory of the Orenburg region. Continuous increase in level of service for subscribers – one of priority strategic tasks of the enterprise. It causes great attention of company management to technology equipment of the systems of service of end consumers. Within the strategy of customer relationship management the decision on creation of the modern contact center having wide functionality and the multistage scenario of call service was made.

Charged to implement the difficult and large-scale project Asteros. Specialists of the company in a short time executed delivery of telecommunication equipment of Avaya to 49 offices of the company, and then configured it for work with corporate information systems.

The solutions Avaya on which the new complex is constructed provide routing and distribution of voice addresses, a call recording, allow to use instruments of interactive speech interaction for self-service of subscribers, to keep the reporting and operating control behind work of contact center, etc. In total in the course specialists of Asteros and Orenburgenergosbyta implemented 9 systems providing continuous and high-quality customer interaction.

In the project final specialists of Asteros created a telephone network on IP technologies which integrated the central office and branches of the customer.

"The contact center opens for us the new horizons – now we can interact with end consumers directly. Our clients received a convenient service: they can independently, transmit without operator support indications of metering devices of the electric power through tone set from phone. These data are considered when drawing accounts in a billing system. The implemented solutions allowed to optimize communication expenses and to put good technological base for development of services of support of remote subscribers", – Denis Skornyakov, the deputy managing director for quality and customer service of Orenburgenergosbyt company emphasizes.

"The strategy of customer relationship management which is actively implemented by "Orenburgenergobsyt", demanded from us creation of the full-function tool allowing to build open dialog with consumers. The implemented solutions have potential of further development. For example, on the basis of a corporate telephone network systems audio-and video conferencings can be unrolled, and based on contact center it is possible to create dispatching service", – Valery Sokolyuk, the director of the department of telecommunication solutions of Asteros company notes

The list of solutions Avaya which were used in the project:

• The system of telephone communication based on the PBX of Avaya S8800 and the gateways Avaya G450, G430
• Software of Avaya Call Center Elite, for ensuring functions of routing and distribution of voice addresses
• Reporting system and managements of Avaya Call Management System, for report generation about work of operators and CC on processings of voice addresses
• The system of interactive speech interaction Avaya Voice Portal, for automation of service of subscribers and providing the personalized information without participation of operators
• The systems of synthesis and speech recognition, for use in composition of automatic informing subscribers, data collection and providing to subscribers of the personalized information without participation of the operator
• System of outgoing call-down Avaya Proactive Contact.
• Recording system of a talk of Avaya Call Recording, for a call recording of operators and quality control of service of subscribers.