Transtelecom starts new contact center

The Asteros company completed creation of contact center for the telecom operator of TransTeleCom company.

Conditions and need

And Internet access by means of a TTK 160 thousand private and 23 thousand corporate clients use telephone services. For improvement of a system of service of subscribers in the company the decision on creation of the new contact center adapted to business changes was made.

Implementation

Asteros created the centralized contact center with the developed functionality and the multistage scenario of call service.

At the first stage, in addition to installation of new telecommunication equipment of Avaya company, the systems of distribution of calls and a management system for the operator center Avaya Call Management Systems (CMS) were implemented. Expansion of functionality of contact center for support of key operations on work with clients of customer company became the next step:

• the system of interactive speech interaction Avaya Voice Portal creates optimal architecture of the voice menu for self-service of clients;
• the system of outgoing call-down allows to plan and carry out telemarketing actions;
• the recording system of a talk of Nice fixes not only telephone conversations, but also images from screens of computers of operators in holding time of calls. It allows the management of call center to control work of operators, to estimate their skill level and to plan necessary training;
• the multimedia management system for contacts of Avaya Interaction Center will allow to process in the future not only telephone calls, but also the addresses arriving on other communication channels (e-mail and the fax) with subsequent distribution on operators.

Now the contact center of a TTK is expected 75 operator jobs, has wide functionality, allows to increase number of the processed addresses and to improve standards of customer service. Today the contact center helps a TTK to keep in contact with more than 180 thousand clients.

Partners about the project

The senior vice president on development of TransTeleCom company Nikolay Didenko expressed satisfaction with quality of works at the first stage of creation of contact center.

"In our country there are not a lot of corporate contact centers with broad functionality. The uniqueness of call center of a TTK just is that it contains all set of necessary tools for customer interaction and is constructed taking into account business development of a telekomoperator", – Valery Sokolyuk, the director of the department of telecommunication solutions of Asteros company noted.