Jet Infosystems has implemented an omnichannel platform for Beeline in Kyrgyzstan

2022: Omnichannel Platform Implementation

On December 5, 2022, the IT company Jet Infosystems announced that it had implemented an omnichannel platform for the contact center of Sky Mobile LLC in Kyrgyzstan. The platform is deeply integrated with the internal information systems of the company, it is configured with special modules for operator tasks. The system is located at two data center sites in the cities of Bishkek and Osh, each of which can operate autonomously.

When implementing the contact center platform, the Jet Infosystems specialists transferred the telephony core to the SIP Session Initiation Protocol, moved the "" tree(IVR menu system voice) and configured the logic of subscriber self-service scenarios.

An important stage of the project was the integration of the platform with the information systems of the telecom operator. For example, integration with internal billing (a system that charges a subscriber, keeps records of balance and services) will allow contact center operators to receive customer requests in a single window and, at each subscriber's request, see a client card with a full history of service and calls.

The transition to the platform allowed us to improve the quality of customer service, and, therefore, the degree of their satisfaction with our service. The work on the project was carried out at a high professional level, "says Ekaterina Borodkina, Head of the Management Service. information technology Beeline- In our immediate plans - further development of the platform.

Since cellular users in Kyrgyzstan speak three different languages, IT company specialists have implemented a special module that voices the balance in the desired language to the client. In addition, at the request of the company, an automated outgoing call module was added to inform subscribers about mass incidents.

In order to improve the efficiency of the contact center, the call recording system has been updated, which now has an automatic function for monitoring the quality of operators. Also, Jet Infosystems has developed detailed operational reporting for managing the contact center, which allows telecom companies to evaluate and improve the work of operators.

We carried out migration with minimal downtime so that Skye Mobile LLC does not interrupt the service for its clients, - notes Yuri Lipkin, head of the group for introducing contact centers of Jet Infosystems. - To make the transition to the system as invisible as possible, we first switched less busy client support lines, made sure that everything works correctly, and only then migrated the main hotline.