Mostaks started in work contact center on demand

On November 20, 2014 the CTI company completed implementation of call center on the Cisco platform for the company Mostaksi.

Project Tasks

The main objective facing CTI company - replacement of the existing call centers of the customer by the complete solution with centralized operation, statistics of calls, the single interface and a call recording. From the offered options the solution "Contact Center on Demand", provided according to the SaaS model was selected.

Moscow taxi, 2014

Project Progress

The project worked during the period from February to November, 2014 and is executed in two stages: pilot testing and production operation.

At an initial stage five jobs in the test mode during which individual wishes of the customer on setup were fulfilled are unrolled. In particular personalisation of functionality and reporting system, non-standard is executed, with features – they are created taking into account all requirements and the developed requirements.

At the second stage, during operation, the contact center is expanded to 20 jobs, the intellectual logic of routing for segmentation of calls from clients and quality improvement of call service due to technologies of precision routing taking into account ownership of certain skills of each call center operator is recustomized.

At the subsequent stages the quantity of jobs of operators is increased up to 35.

A system integrated separate tools in a uniform complex, there was an opportunity to shoot the broad picture of the events, using the reporting with statistical data. By means of estimated forms there was an opportunity to control actions and quality of work of operators.

Feature of the project - integration of the existing software with offered within the solution CTI. The available solution required a binding of the operator to a specific workplace, connection of the new software helped to resolve this issue using extension mobility, using which the operator receives the line which equals his ID. Thereby left from a binding to a workplace at the expense of a possibility of an input under individual data and at the same time - to work according to the scheme usual earlier, using the former software. Centralization of five phone numbers in uniform contact center helped to optimize labor costs - the same operators could service the different directions. The customer received uniform statistics of work of contact center, the mechanism of white and black lists is implemented.

Project Results

When implementing service "Contact center on demand" from CTI company mechanisms of fault tolerance of service are provided:

• when falling an Internet channel a system allows the customer to continue to operate normally almost that other cloud services do not allow - a system provides fault tolerance and, as a result, increases efficiency. This mechanism is implemented due to functionality of SRST (Survivable Remote Site Telephony).

The mechanism of fault tolerance of a sheaf with providers of telephony is implemented by duplication of channels, the equipment and use of the HSRP mechanism (Hot Standby Redundancy Protocol).

"Our specialists managed to organize the convenient and suitable requirements of the customer system which helped to decide on correctness of the choice of the solution towards cloud computing. Engineers of CTI considered all business objectives of the company, taking all existing features and difficulties into account, and could provide the complex enterprise-solution with optimal functionality", - Albert Islamov, the deputy chief of technical support service of CTI company noted.