Russian Avtomotoklub upgrades technologies of call center

SUPTEL implemented the project of upgrade of the call center (CC) in the Russian Avtomotoklub company (RAMK), the press service of integrator reported on October 22, 2012.

Solution

After carrying out audit of systems and task analysis of the customer, technical specialists of SUPTEL propose the solution on expansion of contact center based on the equipment Avaya Communication Manager which is already installed at the customer with carrying out upgrade of the separate systems. In particular, need arose in transition from Avaya ContactStore recording system for Communication Manager (which at that time any more was not supported by the producer), on more modern Avaya Contact Recorder system, also engineers of Suptel had to mention the Application Enablement Services (AES) system because the version of the equipment installed at the customer did not support work with Avaya Contact Recorder.

Thus, in the project progress specialists of SUPTEL increased number of agents (operators) of call center by automatic telephone exchange of Avaya from 15 to 30, carried out upgrade of a recording system of Avaya ContactStore for Communication Manager on more modern version of Avaya Contact Recorder and increased number of channels in a recording system, the number of agents in reporting system of call center of CMS (Call Management System) increased.