Rostelecom Siberia upgraded technologies of contact center

On March 16, 2017 became izevestno about the project of upgrade of a system of an audio-video conferencing for branch of Rostelecom in Siberia. Integrator in the project CTI company.

Project Tasks

The need for upgrade of the AVKS system is caused by growth of volumes and numbers of business communications between divisions of the operator. The obsolete equipment did not cope with the volume of tasks. Among the main minuses the operator guide noted the image with low resolution, lack of a recording capability and broadcast of performances in the Internet.

In contact center Rostelecom Siberia, (2016)

As the partner in installation and system implementation the CTI company was selected.

Project Progress

Specialists of the company offered the project of modern AVKS on the Avaya platform. Executed a complex system design, installation and commissioning.

Project stage result

CTI completed the project of upgrade of a system of an audiovideo conferencing (AVKS) for macroregional branch "Siberia" of PJSC Rostelecom. Infrastructure is implemented in conference rooms, meeting rooms and offices of an operating company in Novosibirsk, Barnaul, Irkutsk, Kemerovo, Krasnoyarsk, Omsk, Tomsk, Ulan-Ude.

The technologies delivered by CTI company provided a recording capability of meetings and broadcast of speeches of specialists of Rostelecom in the Internet. With implementation of a hardware and software system image quality is improved to Full HD. Integration into the operating microphone system was sufficient and allowed to save the budget of the customer.

The connectivity in a meeting of employees using the software client from a workplace without additional codec is organized.

Rostelecom is for us the major customer. We are very glad that entrusted us project implementation as a result of which the modern technological solution is implemented. Stanislav Titov, the branch director CTI in Novosibirsk

Result of the second stage of the project

On May 22, 2017 the CTI company announced end of the next stage of upgrade and expansion of the contact center (CC) of macroregional branch "Siberia" of PJSC Rostelecom in the city of Barnaul.

Within upgrade implementation of occasional 696 jobs of operators of CC on the platform of Cisco Unified Contact Center Enterprise (UCCE) technology is executed.

Advertizing of contact center Rostelecom in Barnaul, (2014)

According to the results of works Cisco UCCE hardware-software complex in Barnaul is expanded for processing entering and outgoing voice calls. The WFM Teleopti systems optimizing personnel management of CC and predicting loading of operators are expanded a recording system and quality control of ZOOM.

Telecom operator of Russia Rostelecom – our old client, continuation of cooperation with which – a work stage, significant for us. We use complex approach of creation of the platform for expansion of contact center of MRF "Siberia" which services the second in value macroregion (Siberian Federal District). A main goal of creation of own call center which we implemented in 2014 and we continue to expand at the request of the client – ensuring high-quality service of the existing and potential subscribers of Rostelecom on remote links, increase in a customer loyalty and increase in the territory of service of network. Dmitry Mironov, director of work with CTI telecommunication companies

We are grateful to CTI for the rendered services in the project of expansion of CC in MRF "Siberia". We made the correct decision, having refused external CC and having addressed CTI company for implementation of own contact center. Thanks to contact center we qualitatively raised the service level of our subscribers. Also reached level controllability resources of CC. The next stage of expansion of call center will allow us to increase capacities and to rise by a customer service step. Tatyana Kazanina, director of the department of client experience and service of MRF "Siberia" of PJSC Rostelecom