"Info content" starts the distributed contact center

On March 7, 2014 the BEEPER group announced commissioning of the distributed contact center created on the basis of the Cisco Unified Contact Center Enterprise complex. Integrator in the project CTI company.

Project Results

Infrastructure on the Cisco Unified Contact Center Enterprise platform helped to optimize solving of tasks, the addresses connected with processing of a large number on geographically distributed operator platforms.

The recording system of screens/talk, the management system helping to estimate quality remotely, to publish online assessment for operators, to appoint training, including during independent work of the operator in hours of the smallest loading is a part of the solution.

Within the project formation of virtual queue is implemented that helps to distribute calls between several websites, increasing efficiency of operators and at the same time to receive uniform statistics.

As an IVR subsystem the solution on the basis of Cisco Unified Customer Voice Portal is used.

CTI developed the solution of the distributed contact center as a powerful failsafe system. The main advantages of a system – stability, the principle of smooth operation, a possibility of redistribution of loading. In case of problems on any of the websites, work will be continued. The main equipment – a system core, is placed in a reliable data processing center (Tier3).

"We are grateful to the company CTI for the high-quality work performed in time, - noted Sergey Makarov, the director of the department of information technologies of Ltd company "Info content". - The constructed by joint efforts of specialists CTI and BEEPER contact center serves as the reliable tool of business process optimization that is important for high-quality providing company services when preserving their market value".

"Use in this project of the unified environment of calculations Cisco UCS as the virtualization platform of contact center allowed to implement the project in short terms, having reduced time of deployment of applications and services, - Arnold Kern, the head of group of corporate systems of CTI told. - The Cisco UCS platform integrates the servers providing access to networks and storage systems in a single convergent system, improving indicators of cost efficiency and efficiency thanks to performance improvement, decrease in energy consumption, improvement of monitoring and controllability".

"The distributed contact center of BEEPER company is based on the most advanced solutions of our company, - Victor Puchkin, the manager of Cisco on work with customers emphasized. - We are sure that use of Cisco technologies will allow BEEPER to develop and increase a range of the provided services, optimizing resources and time expenditure. Loyalty and customer satisfaction the level of service of contact center and also the speed of implementation of new services − the most important development mechanisms of business in a modern competitive situation".