Digital technologies (Infinity)

The Tsifrovye Tekhnologii LLC company (Kazan) works at the telecommunication market since 2001 and offers the wide list of products and services in the field of communications, mobile services and also a full range of services in processing of the entering and outgoing phone calls. Since 2006 the company began to use the solution "Infinity IP Call center" as the main platform for help desk and rendering voice services. Initially it was the small help desk on 12 jobs which processed calls mobile help "0752". Since 2007 the Digital Technologies company under the agreement with the telecom operator began to service calls of subscribers of "service 09" of the local telecom operator Tattelecom.

"Service 09" appeared in the first half of the last century and is intended for rendering information services to telephone subscribers. Today, according to the existing rules of communication services provision, each telecom operator is obliged to create the system of free directory service, at the same time the part of information services should be rendered free of charge, and a part – on a paid basis, proceeding from economically reasonable costs. The law on communication assumes that services "09" can be rendered by both the telecom operator, and a third party.

In this project the telecom operator Tattelecom on a contractual basis attracted call center Digital Technologies to rendering help services to the subscribers. At that time it was 70 jobs of 09 and 20 operators of jobs of 0752 operators, with the maximum quantity of at the same time processed calls up to 120, and the total quantity of the processed calls in day reached 50 thousand. Afterwards the Digital Technologies company began to sign similar agreements and with other telecom operators.

In the course of interaction with Digital Technologies company completion of the solution "Infinity IP Call center" which allowed to provide an absolute guarantee of fault tolerance of a complex and to completely exclude break probability in acceptance and call processing was made. Based on work not only new architecture of reservation of work of a complex in general, but also essentially new jobs appeared.

At the beginning of 2012 the Digital Technologies company made the decision on significant expansion of the production capacities to 240 jobs of operators. Expansion was decided to make by creation of the additional independent platform of call center on 150 jobs.

For project implementation the following requirements were extremely essential:

• the call center should work 24 hours a day, 7 days a week without holidays, days off and breaks for scheduled maintenance;
• the platform of call center should provide processing not less than 3 million calls a month;
• the call center should service at the same time subscribers of several district communication hubs, and information provided to subscribers should consider geographical accessory of the calling subscriber;
• the call center should service at the same time subscribers of several telecom operators, and information provided to subscribers should consider belonging of the calling subscriber to the telecom operator;
• the call center should be integrated with the available program of directory service.

After competitive selection by company management Digital Technologies the decision to expand the capacities on the Infinity IP Call center platform, and as the company which will make implementation, to select Protelekom LLC, having wide practical experience in integration and support of the solution Infinity was made.

Both platforms are connected among themselves by communication channels, and on each of platforms own flows of E1 are got. As the equipment providing connection of call center to a public telephone network the IP PBX of new generation "Agate of UX5111/E1 nano" was selected.

For years of the work the call center Digital Technologies became one of the largest outsourcing call centers in Russia. At the moment it is 240 at the same time working call center operators on two platforms which accept and effectively process more than 150 thousand calls daily.

Several digits on implementation: All implementation took 1 week, beginning from screwing of servers in a rack, finishing with the first "fighting" calls. A total quantity of servers in a server rack - 15, quantity of E1 of flows - 10, the number of stations Agate 5111E1 - 10. A total quantity of the specialists participating in implementation - 6 people.