Gulf Stream expands possibilities of contact center based on Avaya for ensuring remote work of operators

2020: Transfer of call center on an udalenka

On April 27, 2020 the Avaya Holdings Corp. company, global solution provider for business communications, announced a predostavileniye of necessary technical solutions for transfer of the communication equipment of personnel of JSC Golfstrim Okhrannye sistemy company to the mode of remote work.

The situation connected with spread of a coronavirus forced many organizations to transfer the business processes to a format of remote work, and the Gulf Stream company did not become an exception. The main objective consisted in the organization of remote jobs with full duplication of structure of distribution of calls not in the conditions of office where there are stationary phones and reliable wire lines of communication, and in house conditions where IP phones are replaced software by the client, and it is not always possible to provide reliable connection.

Specialists of Delta Telecom company provided connection to automatic telephone exchange using the Avaya Agent Desktop for Enterprise softphone and own solution Gulf Stream under the name Assist, one of functions of which is based on use of API Avaya Enablement Service and allows to create client addresses at an incoming call. Avaya Agent Desktop for Enterprise was unrolled both on a terminal farm of Microsoft, and on local computers of employees. Within one week the user instructions were written, all necessary settings are made and the scheme of remote work is debugged.

For the purpose of security we transfer all our employees to the remote mode. And if in some divisions to make it rather easily, then those commands which are directly connected with customer service caused some concerns. It was important to save communication in full, and for this purpose we needed the additional technological solution. Solution integration of Avaya Agent Desktop in infrastructure of our contact center allowed to transfer quickly to remote work about one hundred operators, having saved at the same time quality of client service. In this hard time when all companies have a boom on transfer of employees to remote work when all engineers work without days off, it is important to have such reliable partners on behalf of vendor of Avaya and the partner in implementation the Delta telecom,