Oktell

In Sirius companies (Krasnodar) the contact center on ensuring scheduling of requests of the ServiceDesk system is created. Sirius is a supplier of complete solutions in information and telecommunication areas and specializes in business automation, creation and upgrade of cooperative IT infrastructure of the largest enterprises and departmental organizations. The company performs support of own projects and also is going to render services of outsourcing technical service.

Main objective of creation of contact center — quality improvement and service rates, permission of incidents as soon as possible and ensuring safety of all available information on an incident. For effective work of service integration of a communication framework of Oktell into the OTRS Helpdesk system was carried out. As a result, at the telephone address of the client his identification, routing, opening of the WEB FORM with information on the addresses existing in a system, registration and processing of the address on statutory rules, and if necessary and connection to a conversation of the additional specialist is provided. Thus, having performed implementation of contact center, the company provided readiness for acceptance of an intensive flow of telephone communications and is ready to service more than one million calls a year in mode 24х7х365.

Implementation of call center of Oktell and its integration into the Helpdesk system were provided by ITK Automatic Equipment company - Intensive Center of Telephone systems company to Krasnodar.