Network company started contact center in work

On April 15, 2016 the Avaya company announced an implementation project of multimedia contact center in infrastructure of JSC Network Company.

Project Tasks

A few years ago Network company was faced the need of upgrade of infrastructure for work with customer appeals. They are dictated by requirements of the federal legislation. It defined the main vector of tasks for process optimization, associations of all means of communication in a single communication framework, increases in fault tolerance and creation of service of a system of UPATS.

Action Network company (2015)

For accomplishment of the tasks facing JSC Network Company, Avaya proposed technical solutions:

• Avaya Aura R6,
• CC Elite Multichannel,
• Avaya Experience Portal,
• WFO,
• CMS.

Project Progress

Project implementation began in 2013 and is carried out in several steps.

Design and writing of technical specifications on work of the contact center implemented within creation of an end-to-end system on interaction with consumers became the first stage.

Afterwards the solution of processing of the entering and outgoing messages is created. The fault tolerance, at the same time, remains at the high level even with increase in number of operators and provides a full integration with MS CRM system.

Implementation should be completed within two months. Within works personnel training is provided, the additional and not implemented yet systems capabilities which implementation will allow to increase quality of work with consumers are designed.

Upgrade of the communication system allowed users to get all advantages of technology of unified communications, first of all due to use of EC500 function and service of the FMC cellular operator allowing to connect directly UPATS of the customer and the switch of the cellular operator.

Project Results

As a result of start of the upgraded contact center it was succeeded to cut down communication expenses, to allow technical specialists to provide the solution of basic housekeeping tasks independently, in view of simplicity and logicality of a control interface of the station.