Results of audit of IT infrastructure of contact center of SPSR Express express operator

Amtel-Service, IT service company in Russia, booked technology audit of IT infrastructure of contact center of the All-Russian express operator SPSR Express at the end of 2015.

The contact center of SPSR Express represents a modern complex of the software and hardware tools located in several cities of the Russian Federation. The contact center is expected 300 jobs of operators which round the clock perform call processing for the purpose of a first line support of clients.

The purpose of carrying out IT audit was receiving independent assessment of current status of infrastructure of contact center, control and increase in fault tolerance, settings of a configuration, including identification of "bottlenecks" and formation of recommendations about their elimination. During audit specialists AMTEL-SERVICE carried out the analysis of keyword parameters and system configurations of contact center, made a number of additional settings and updates, held the stress testing which showed that a system can service more than 400 simultaneous calls that corresponds to current demands of dynamically developing express operator.

"Reliable contact center – an important component of high-quality client service. Based on the technology audit led by specialists AMTEL-SERVICE we received a detailed report on operation of each block of contact center and the offer on step-by-step upgrade of a system. Thanks to quickly made adjusting settings of a system it was succeeded to increase fault tolerance and capacity", – Anna Kuleshova, the director of the department of customer service of SPSR Express noted.