DTEK completed upgrade of contact center

On April 2, 2015 the Asteros Ukraine company announced project completion on creation of contact center on the platform of the equipment Cisco by request of DTEK company.

Project Tasks

Call center operators of DTEK monthly process more than 80 thousand 24/7 addresses. Acceptance of information is implemented by the principle of "uniform point of entry". After completion of input of contact center in operation the average duration of telephone conversation of the operator with the client is 2.5 minutes, and for 90% of subscribers answering interval of the operator does not exceed 10 seconds.

According to requirements of DTEK Dneprooblenergo the contact center was created on modularity with a possibility of expansion of number of operators and IVR ports (Interactive Voice Response) without replacement of the software and the processor. As integrated solution for management of addresses Cisco Unified Contact Center Express was selected.

DTEK Zaporizhia, 2014

Project Progress

Specialists Asteros Ukraine performed a complex of works on creation of the distributed center, including solution integration with SAP the customer's CRM system. The hardware and software system Cisco Unified Contact Center Express allows to automate a number of processes, including outgoing call-down, routing of calls, a call recording of operators and PC screens, mailing and processing of email - and Sms and also monitoring of work of operators and creation of the chronological reporting. At the same time the IVR system reduces operating expenses on service of subscribers due to providing information without participation of operators. Besides, in contact center opportunities for work with addresses of subscribers using the Skype program are provided.

Project Results

"Creation of the system of customer interaction meeting the best standards, one of strategic objectives of DTEK. Modern contact center – one of key conditions for its achievement. Thus, we increase customer service quality, we give them the chance to select a convenient method of communication with regional power, having spent at the same time time minimum. The contact center allows also the power company to work more effectively and to increase quality of power supply, thanks to an operational feedback from our clients", – Igor Maslov, the director of distribution and sale of the electric power of DTEK Energo reported.

"More than 10 years Asteros develops examination in the field of design and implementation of the modern contact centers allowing to meet all requirements of customers for which business flexible customer-oriented approach is important, – Svetlana Katkova, the vice president noted Asteros Ukraine. – Creation of corporate contact center for the largest power enterprise of Ukraine is an exit to a new stage of development of our practice. The hi-tech contact center of DTEK will become the effective management tool customer relations, thanks to operational service and high quality of service".