The Motive cellular operator upgraded infrastructure of contact center based on solutions of Avaya

2020: Upgrade of infrastructure of contact center

On April 29, 2020 the Avaya Holdings Corp. corporation, solution provider in the field of business communications, announced implementation implemented a large-scale initiative of increase in efficiency of the current system of communications of the telecom operator of MOTIV. The project assumed increase in resource capacity of contact center when preserving investments into the existing IT infrastructure.

The need for expansion of systems capabilities of communication appeared at the MOTIVE group in view of the growing customer requirements, a tendency to digital transformation and increase in channels of interaction and also because of the changes business processes in the company connected with implementation of systems CRM BI and BPM. In particular, for improvement of customer service need for creation of the available and clear interface of call center operators became obvious to effective processing of the increased number of client requests.

As a core of a system the contact center based on the solution Avaya Oceana which includes a complex of tools and products for multichannel digital customer interaction was selected. Uniform attendant workstation will allow not only to increase efficiency due to reduction of switchings between diverse applications, but also will provide the complete context information about the client and stages of his interaction with the company having offered the operator the choice of further actions in advance.

Also entered the list of solutions of Avaya integrated in infrastructure of customer service of the MOTIVE group: Avaya IX Headsets L100 series headsets, Avaya IX Phones J100 series phones and also system of automatic outgoing communications Avaya Proactive Outreach Manager.

High quality of communication and service – our competitive advantages. Therefore when choosing solutions for telecommunications we impose special requirements to system parameters regarding compliance to existing regulations. It allows to provide the high quality standard of service - Andrey Zolotarev, the commercial director of TG MOTIVE.

Thanks to solutions of Avaya all employees of the MOTIVE group got access to enhanced capabilities of modern communications. Implementation of optimal methods of integration of the current solution with CRM systems, BI and BPM allowed to optimize management of work with clients on different channels. Function of a comprehensive review of the environment of service made interactions with the users who were more personalized. Besides, updating of the communication system provided additional tools for complex analytics and visualization of the obtained data.

Experience of Avaya in project implementation on digital transformation of business is really unique. We have a set of products and solutions which as much as possible adapt under internal business processes of the customer providing functionality for effective corporate communications. — Oleg Manyakhin, head of department of work with corporate clients, Avaya