Energosbyt Plus completed optimization of internal communications

On May 26, 2015 the Croc company announced the project of optimization of internal communications and customer interactions in Energosbyt Plus company^[1].

Project Tasks

In Energosbyt Plus there was no single system of corporate communication — on each object the local solutions which do not have the logical managed structure were used.

Project Progress

Specialists Croc organized the centralized geographically distributed communication system, replaced the obsolete communication equipment in 122 divisions of the Udmurt, Kirov and Sverdlovsk branches. Architecture of geographically distributed networks specialists offered Croc and Avaya.

Specialists of the contractor upgraded contact center of the company, expanding connectivities of new territorial and remote branches to the uniform contact center located in Orenburg. The project is executed on the equipment Avaya. Completion date three months.

For optimization of communications in the company and customer service quality expanded functions of the uniform contact center located in Orenburg. Experts Croc added a feature for processing of customer appeals from other branches, implemented the systems of interactive voice interaction, a call recording of operators, providing work of call center to the reporting, upgraded the system of outgoing call-down.

Project Results

"Now for internal calls specialists of the company use the short phone number irrespective of in what region they are. And for communication with clients there are allocate circuits" — Anna Yelizarova, the director of billing and customer service of Energosbyt Plus told.

As result, Energosbyt Plus had an opportunity to control and improve operation parameters of contact center and to connect to it other regions.

"Today in Energosbyt Plus the modern communication system with uniform and clear rules of internal interaction operates. Thanks to optimization of communication channels and upgrade of contact center the company had an opportunity to expand a coverage of uniform contact center, having increased customer service quality and having provided effective processing of incoming calls that is especially important during the periods of delivery of indications of metering devices of the electric power" — Alexander Antonov, the CIO of Volga TGC emphasized.

"We are glad that we managed to perform all assigned tasks. The project was at the same time difficult and interesting. Are sure that our infrastructure will help the customer to increase efficiency of the solution of business challenges due to optimization and upgrade of process of communication both in the company, and with her clients" — Alexander Ivakin, the deputy CEO of Avaya in Russia and the CIS said.

"Despite impressive amount of works, we completed the project for short term. In the future the system implemented by us will allow the customer to develop already built network, to replicate contact center based on the created infrastructure in other regions of presence" — Sergey Malinovsky, the head of telephony of Croc company commented on project results.

Notes