The Ministry of Education and Science of the Russian Federation completes implementation of technologies of contact center of Avaya

The STEP LOGIC company implemented contact center of Avaya Elite R6 in the Ministry of Education and Science of the Russian Federation.

Solution

The certified specialists of STEP LOGIC execute a full stroke of works of implementation of full-function contact center on the basis of solutions of Avaya. In addition, developers of the company create the customized automated workplaces software applications of the operator and an automated workplace of the supervisor of contact center working atop infrastructures of Avaya which allow to receive all necessary statistics about citizens' appeals to create and transfer to other operators a card of the addressed citizen and also gave to the supervisor tools for flexible management by contact center.

"Today for the market of contact centers public sector becomes a new perspective niche, and we try to apply all the experience of creation of commercial contact centers to strengthen the leader positions in this area. This project had for us huge value, and we got invaluable experience of implementation of modern contact center in the state organization. The project is implemented in only 3.5 months from the moment of the end of audit before delivery to the customer", – Nikita Kochergin, the head voice and video of solutions of STEP LOGIC company noted.

"Implementation of contact center of Avaya Elite R6 is a right course on upgrade of public sector, – Dmitry Ibragimov, the manager with the state customers of Avaya company considers. – In addition to contact center the Avaya company integrated "voice" solutions for interaction of citizens with state bodies and also modern means of communication: SMS, e-mail, a chat, social networks with uniform queue and uniform service quality. For example, during the periods of peak loads on contact centers (admission examinations, changes in the legislation, etc.) at the expense of these solutions citizens will be able to order a call back to time convenient to them and to avoid long waiting in telephone queue at employment of all operators".