Chelyabinsk Tube Rolling Plant upgrades support system of users

The Aytelika company implemented on ChTPZ the solution on a software platform of Oktell with intellectual algorithms of call processing, the press service of the company reported on May 23, 2013.

Background

Large-scale upgrade of production with implementation of the new management systems and development operating (BI MES ERP and other levels of CIS) in 2011 caused growth of number of appeals to the customer support department (CSD), increase in answering interval of the specialist. For call acceptance in SPP the manufacturing automatic telephone exchange (UPATS) was used. At the same time the factory automatic telephone exchange could not provide crucial processing of calls of priority users - responsible for production processes, the top management and others. There were no operational and objective data on quantity of the received calls, the person in queue and other important management information.

The decision on creation of the Call Center (CC) on the platform of professional call center with increased requirements to availability and processing speed of calls and ensuring priority call processing was made.

Start

Developed the solution on a software platform of Oktell with intellectual algorithms of call processing for achievement of goals of the customer of Aytelik. The company was selected the contractor of the project as a result of a victory from the tender in which more than 10 federal and regional integrators took part, including, associated with the largest vendors.

"the IT service JSC ChTPZ for a long time works with Aytelika company which proved as competent integrator. In tender at choice solutions on TsOV were proposed several options of development of service: Cisco, Avaya, etc., but as a result on a ratio "functionality + reality of implementation and quality of services/price" the choice was stopped on the solution of Aytelika, - Mikhail Matveev, the Head of Department on IT of JSC ChTPZ noted.

Job

The project is executed in two main stages (in 2011 and 2013), according to requirements of ChTPZ. Main objectives of the first stage completed in the fall of 2011: ensuring the guaranteed dialing, the organization of priority processing of calls of VIP-users, increase in availability of SPP for phone.

Feature of the project - distributed nature of TsOV – in territories of pipe plants of the company: ChTPZ (Chelyabinsk) and PNTZ (Pervouralsk). After deployment on each platform of the server and client software Oktell by specialists of Aytelika implement functionality and algorithms of call processing. The fault tolerance is provided by cross reservation of a system of each platform.

Are implemented:

• acceptance of incoming calls without loss of calls;
• priority service of subscribers of VIP-categories;
• total call recording;
• voice menus with a possibility of self-service;
• monitoring of loading of TsOV in real time;
• reporting and many other functions.

Results

• Reduction of time of registration of addresses by integration of TsOV and Service Desk. The operator does not need to spend time for creation of the new address and search of the user in the database, it becomes automatically.

• Record of all talk with subscribers allowed to increase efficiency of all IT service at the solution of addresses.

• The guaranteed service of all subscribers. In case of employment of all operators the choice is provided to the subscriber: wait to is farther / leave a request for a call back / leave the voice address according to which further will contact it for refining of parts.

• Minimization of waiting time on the line for exclusive subscribers, such as Top managers and production personnel whose solution of addresses does not require delays. In the absence of free operators exclusive subscribers are located in the beginning of queue.

• Increase in efficiency of personnel by 30% as a result of uniform distribution of calls by operators and to motivation of personnel on the basis of statistics of TsOV.

• Potential of development of TsOV. A possibility of further improvement of service and increase in efficiency as a result of implementation of new functionality of TsOV.