Center of information technologies of RT (CIT of RT, Kazan) (Oktell Call-center)

Purpose and tasks

Due to the project startup Electronic Tatarstan (further – ET) and increase in level of demand of electronic services by the management SUE CIT of RT in 2010 made the decision on the organization of Contact center of the public and municipal services RT. Tasks of new division included acceptance, collecting and processing of addresses of users of ET, quality control of their service. It was required to develop for the organization of effective work from scratch and to implement in a short time professional solution on automation of contact center.

Project Implementation

As the key tool for implementation of the tasks development of the Russian company "Telephone systems" — a communication framework of Oktell was implemented. The domestic product approached by a set of parameters. Broad functionality and flexible configurations of the Oktell platform allowed to provide operational start of contact center and to adapt its work for new tasks.

According to wishes of representatives SUE CIT of RT, the integrator – Oktell LLC company – implemented an opportunity to perform processing of addresses of users of ET in the multichannel mode.

In the project progress the communication framework was integrated with a project management system and external services. It allowed to get online access to the uniform knowledge base containing answers to frequently asked questions and information on the rendered services, to carry out monitoring of quality of user support of ET and to exercise remote control of work of operators.

Result

Staff of Contact center of the public and municipal services RT got to work with the software solution based on Oktell already 2 months later since project launch. Oktell technologies allowed to provide order taking of users of Electronic Tatarstan, to store, process them, to create and analyze statistics of indicators of activity of Contact center. At the same time, process of tracking of stages of consideration of requests became even more available thanks to flexibility of a communication framework of Oktell integrated with the CRM system. Besides, for call center operators an opportunity to quickly study the history of addresses of users and to make outgoing calls was implemented.

At the moment practice of application of Oktell by "The center of information technologies of RT" contains more than 7 years. During this time based on a communication framework SUE CIT of RT over 30 projects were implemented, about 2 million calls came to Contact center.

More than 50 operators are connected to the solution based on Oktell, and its application allows to support the high level of performance of Contact center continuously. Representatives of the enterprise note that in many respects thanks to fault tolerance, for flexibility and scalability Oktell is ideal for ensuring operational start of contact centers.