Higher the service quality level: "Transport company 956" upgrades contact center

The companies Avaya also Step Logic carried out upgrade of contact center in "Taxi 956" on the platform of a product Avaya Aura Elite. The message about project completion was issued on October 4, 2012.

Start

For improvement of quality of work of contact center and accumulation of number of operator places, the new contact center based on the solution Avaya Aura Elite with Avaya CMS reporting system is created.

Result

The used solution reduces waiting time of clients in queue, maintains further scalability, guarantees the maximum reliability and smooth operation thanks to duplicative servers. The contact center is expected 45 operators. The IP telephony system is used by all divisions of the company.

The wireless system of the Avaya IP DECT standard allows employees to move across the company territory, staying always in touch.

Reliability of work of a core of contact center is provided with the duplicated gigabit network switches Avaya ERS 48xx, and terminal equipment is connected via the access switches Avaya ERS 45xxx with PoE power supply of IP phones through Ethernet.