Based on the Yamal MFC the center of telephone call processing is created

"Open Technologies" announced in April, 2017 the first results of commissioning of the Center of telephone call processing. Project implementation allowed to increase in a short space of time service quality of incoming calls and to provide availability of telephone consultations of staff of MFC to residents of the autonomous area.

Due to constantly increasing number of appeals of inhabitants of Yamal to the Multifunction centers there was a need to optimize a client service and to lower load of operators due to process automation of processing of incoming calls.

The contact center (8-800-3000-115) provided fast reaction to the arriving requests: if in September, 2016 the share of the processed calls made 58% of a total quantity of incoming calls, then in March, 2017 this indicator grew to 80% at increase in a total quantity of calls to 3 times. The put into operation, new contact center also allowed to control quality of work of operators. As result — citizens address in a state institution and their satisfaction with the provided service considerably raises more often.

In turn, MFC could provide service of the increasing quantity of calls by smaller number of employees. The implemented solution allowed to improve working conditions of call center operators due to automation of routine procedures.

Also, thanks to increase in popularity of service of public services among citizens, in 2016 more than 680 thousand rubles showed to MFC of YaNAO profit.

Kagarmanova Maria, the commercial director of regional representative office Tyumen, told: "Project implementation, first of all, was directed to quality improvement of rendering public services for residents of the Yamalo-Nenets Autonomous Area. We interact with GU YaNAO "MFC" several years, and always the tasks arising at our customer require highly skilled engineering resources. Project implementation was executed in a short time, but thanks to harmonious work of both our specialists, and representatives of GU YaNAO "MFC", the project managed to be started during the required period. As the Customer already had the infrastructure, the optimal solution was picked up jointly. On existing "base" it was necessary to add service with the maximum result. I think, it at us turned out".

In the project progress the Open Technologies company carried out a range of works, such as inspection of the existing customer's infrastructure, designing of the solution, delivery of software, the equipment, installation and adjustment, carrying out tests of a system and its input to commercial operation, training of employees in basic skills in work of the center of telephone call processing.

The contractor of the project was faced by a task to integrate a new solution in the infrastructure existing at the customer: A VoIP-system, constructed based on Cisco Unified Communications Manager. The program of processing of calls of Cisco Systems company (Cisco Unified Contact Center Express) with functions of outgoing call-down, a call recording, accounting of loading of operators and planning of working shifts became "heart" of a new system.

Also within the project additional licenses to the existing virtual platform based on VMware vSphere were delivered. As computing powers servers of production Cisco Systems from a line of UCSC-C220 and UCS Blade Server UCSB-B200 were used. For implementation of the centralized data storage it was decided to use a storage system of the average level of IBM Storwize v7000 gen2. The choice of this model of storage was proved by the most suitable functionality and also an optimal ratio of indicators "производительность/цена/качество/масштабируемость".

For the purpose of ensuring trouble-free operation of contact center at its creation by system integrator the technologies providing disaster tolerance of the solution through geographical distribution of components of a system on two platforms were applied (the main in Salekhard and reserve in Noyabrsk).