With the help of Microsoft Lync the Service-TV of Info company organized effective work of call center

"Service-TV of Info" predostavlt more than 10 years IT services in the most different directions. Due to the expansion of geography of activity the company came to need to increase capacities of call center. The decision on partial transition to use of digital telephone communication was made. Microsoft Lync 2010 as the most optimal solution on a ratio of costs and width of functionality is for this purpose used.

In a project deliverable the company could exclude expenses on a domestic long distance communication from the budget and increase productivity of work of call center operators (including due to close integration of Microsoft Lync with the CRM system: employees can use all data, working in one application). Now the call center in Ivanovo can receive calls of clients and by direct Moscow phone number. "Service-TV of Info" also note that thanks to flexibility and a mastshtabiruyemost of the solution on the basis of Microsoft Lync the company will be able to reduce costs at the planned opening of new branches.

Situation

The head office "TV-Info Service" is in the city of Ivanovo. In the spring of 2011 the company opened branch in Moscow which provides technical support for capital clients. In plans of the company – opening of one more Moscow branch and in the medium term of additional offices Central Federal District.

Due to the expansion of geography of business and increase in the customer base TV-Info Service need of increase in capacities of call center which works at head office of the company became obvious to the management.

"We considered three ways of solving the problem of call center: upgrade of the existing internal analog telephone communication, partial or complete transition to use of internal digital telephone communication and acquisition of service packages of telecom operators. After the careful analysis a choice was made for benefit of partial transition to use of digital telephone communication based on the optimal, in our opinion, solution - Microsoft Lync 2010", – Andrey Nikolaevich Dubrovin, the leading specialist on implementations tells, TV-Info Service.

Solution

The Service-TV of Info company uses the Microsoft platform as the standard therefore the choice of Microsoft Lync was quite logical and natural to a digital exchange. According to Andrey Nikolaevich Dubrovin, also for benefit of implementation of this product of Microsoft told the following important advantages:

• lack of additional investments. As work of IT infrastructure TV-Info Service is constructed on products of Microsoft, it was completely ready to implementation of Lync without additional costs.
• possibility of close integration with the CRM system used in TV-Info Service constructed based on Microsoft SharePoint Microsoft Exchange 2010 and 2010. It allowed to reduce all functionality of work of users of the CRM system with functions call center to the interface of one working window.
• low cost of operation: regular specialists of the customer well familiar with technologies of Microsoft therefore it was not necessary to pay technical support services in addition are engaged in system maintenance.

Implementation of Microsoft Lync was executed by specialists of one of divisions TV-Info Service. It began in February, 2011 and in one and a half months the new system of call center was put in operation.

Project implementation in so short time became possible thanks to participation TV-Info Service in the affiliate program of Microsoft Get Current. Microsoft gives support to all partners including it on product introduction, and within this program renders the additional help to partners with competences Gold and Silver, providing them a certain number of hours of consulting. Within this project the partner got advice at the choice of an optimal solution, consultation on product introduction, preparation of documentation and also support on elimination of the problems arising at a stage a vnederniya. Using specialists of Microsoft employees TV-Info Service developed the architectural scheme of the solution, and then based on this scheme and results of inspection of IT infrastructure made the precise plan of implementation Lync.

"It was very pleasant to work with specialists TV-Info Service: success in many respects depends on the partner, and they had a most important for success – high motivation. Therefore the project was implemented in only one and a half months – and it taking into account that Lync very new and difficult product", – Nikolay Muravlyannikov, the senior technical adviser of partners, Microsoft in Russia commented.

Lync was integrated with specially developed CRM system existing in the company based on Microsoft Exchange Server 2010, SharePoint Server 2010 and SQL Server 2008. Means were developed for viewing not only standard information of Lync on technical characteristics of calls (duration, connection speed, etc.), but also data which are important for the analysis of business processes (quantity of the calls processed by the operator, quantity of the solved tasks, etc.). Information is available to business to the management directly on the SharePoint portal.

At the same time for economy of hardware resources of Lync as other servers - Exchange Server, SharePoint Server, was set on the virtual machine created using Microsoft Hyper-V.

Learning process of call center operators and other staff of head office and Moscow branch took no more than a week. The CRM system was already well familiar to them, and after implementation it became possible from it, having clicked the necessary contact, to contact the person – the Microsoft Lync window appears automatically.

"Integration of Lync with the CRM system was implemented quickly enough and without any difficulties. Thanks to it users quickly began to work with a system, all necessary tools at them now near at hand in one program, and heads can look at any time at data on processing of calls of clients, important for business", – Andrey Nikolaevich Dubrovin commented.

Advantages

Now on the basis of Microsoft Lync 2010 in the company about fifty people use the IP telephony. With its help calls of the Moscow clients TV-Info Service on the Internet are transferred to the Ivanovo call center of the company, and most of clients do not even guess that call center operators are for hundreds of kilometers from the capital as use direct Moscow phone number.

Microsoft Lync 2010 allowed to organize telephone communication on the IP channel and to integrate offices of the company in a single telephone network. Thanks to it, in particular, became possible to provide distance learning of personnel of branch in the mode of audio-and video conferences.

In a single window employees can see contacts of customers, contacts and a presence status in a workplace of colleagues now, can contact them by e-mail, using instant messages, call on the stationary or mobile phone, organize a video call.

"Implementation of Microsoft Lync 2010 allowed to reduce significantly costs for the organization of work of call center as we completely got rid of expenses on payment of domestic long distance telephone communication and we pay only services of Internet service provider. Close integration of Microsoft Lync with the CRM system considerably increased productivity of work of call center operators and allowed them to process requests of clients of the company quicker. As a result both the management, and employees were satisfied with a new solution", – Andrey Nikolaevich Dubrovin told.

In TV-Info Service also note that Microsoft Lync provides flexibility and scalability of a system of office telephony. Thanks to these qualities the company can reduce considerably costs when opening new branches.

After implementation of Microsoft Lync for the solution of the tasks and receiving useful experience in the project progress, TV-Info Service company, having highly appreciated opportunities and quality of this product, included it in the offer for the clients.