"ESK RusHydro" completed upgrade of contact center

On July 17, 2015 the Avaya company announced project implementation of implementation of uniform contact center for ESK RusHydro.

Project Tasks

"ESK RusHydro" was faced the need to simplify management of subsidiary companies, to increase its efficiency. There was a need for uniform contact center for quality improvement of consumer service, expansion of a range of the services provided to the population. He should become a source of collecting of indications of power meters and a technology platform for fight against debtors.

Action of Esk_rusgidro, 2013

After market research the company stopped on call center from Avaya which functionality is supplemented by the Russian system "the Atmosphere. Automated workplace". She allows to carry out deep automation of activity of operators and supervision manpower of contact center. Using the uniform automated workplace the staff of TsOV obtains the complete information about customer interaction, including data from external sources – billing systems, CRM systems and regional databases.

Interaction with all systems is integrated into uniform process within one window, information input is performed by the operator once, and, if necessary, is replicated in interconnected circuits without participation of the employee that excludes errors of repeated data entry. Operators of EKTs on a centralized basis service all organizations of holding that allows to plan the number of operators effectively. EKTs located in Ryazan ensures functioning of 50 operators in mode 24х7, at the same time they obtain data from all information systems of holding, regardless of their geographic location, in the unified and convenient view with simple and fast searching tools and filtering.

Project Results

The uniform contact center "ESK RusHydro" from Avaya provides interaction with the customer base of all holding. High extent of automation of production processes increases efficiency of operators and reduces time of call processing. Implementation of the systems of self-service reduced load of employees of call center. Use of the modern systems of statistics of work of TsOV gave the chance to manage on a centralized basis resources and to estimate efficiency.

"Use in the solution of the Russian software Atmosphere and it deep integration with TsOV Avaya significantly reduces the cost of the solution in comparison with competitors and expands functionality of contact center, attendant workstation, providing information to agents of TsOV and heads of divisions completely in Russian", - Sergey Tsvetkov, the director of work with the companies of the Avaya fuel and energy complex noted.

"From the point of view of the staff of the company and operators of TsOV work in Atmosphere.automated workplace became much more effective. They note that the automated workplace gives the broad picture of history of interaction with each customer, including the history of addresses, the payment schedule, the installed equipment. Visualization of information representation gives the chance to lower time for interaction processing", - Alexander Filatov, the head of the department of power sales technologies "ESK RusHydro" told.