The IT equipped new office "Pegasus Turistik" with contact center "2 in 1"

Growth in sales of federal tour operator Pegasus Turistik caused the necessity to upgrade contact center and to bring the number of his operators to 65 people. The equipment installed by IT company and software of Avaya is a basis for work of two rather independent contact centers of tour operator. The first processes requests of large travel agencies, and clients of the second are individuals. By means of the IP telephony the contact center Pegasus Turistik is connected with 150 offices of partner travel agencies across all Russia that allowed to increase significantly sales of tours to regional clients.

The tour operator Pegasus Turistik develops the business 16 years, sending the Russian tourists for rest to Turkey, Egypt, Tunisia, Greece, India, Thailand and other countries. Since 2008 the operator uses the contact center on the basis of the Avaya S8500 media server set by IT company for processing of incoming calls. In the center 40 operators in shifts worked, daily receiving more than 1000 calls. But the number of clients grew, and in 2010 the quantity of daily calls read off scale for 2000. It became necessary to expand contact center that it is more effective to work with potential and real clients. The areas at the existing office of it did not allow, and the management Pegasus Turistik made the decision to open new office especially for contact center. Equip the premises (Moscow, B. Ochakovskaya St., 47A) with the engineering systems, transfer there contact center and upgrade it using the additional hardware and also install the new system of telephony at the main office "Pegasus Turistik" on Leningradsky Avenue invited the checked partner — IT.

Having estimated the flowing and planned loading of contact center, specialists of IT suggested to complement it with a media gateway of Avaya G650 on 14 platomest (the main media gateway was already filled for 100%) and also a payment of IP Media Processor TN2302 on 64 voice channels and a payment of the interface of control of the TN799DP (C-LAN) local area network on 400 termination points.

The project consisted of two stages. At first specialists of IT dismantled all systems of the existing contact center at the main office, mounted and started new UPATS on a vacant place. This telephone exchange had to provide connection of 200 subscriber terminations from which 192 IP phone number and 8 analog. UPATS had to be connected to a public telephone network on 2 digital streams, with signaling of EDSS1. At the same time it was required to provide a possibility of building of subscriber and external lines not less than for 25%. Completely the Avaya S8300 media server met all these conditions.

In parallel the IT conducted works on preparation of engineering infrastructure of the new office on B. Ochakovskaya intended for contact center. Laid a structured cabling system of ITSCS (125 ports), a cable system of the selected power supply (250 sockets), installed a conditioning system of server. By SCS it is designed with perspective of expansion of functionality and increases in number of ports by 25%. Then installation and a commissioning of the equipment of the upgraded contact center which became the central link of a corporate system of communication of tour operator followed.

Feature of new contact center Pegasus Turistik was the fact that it actually two contact centers in one. The installed equipment and software is a basis for work of two rather independent contact centers. The main contact center is collection point for requests from large travel agencies, and managers who are engaged in formation and management of tours became call center operators. The second contact center is a basis for development of the franchasing project of tour operator which essence in cooperation with travel agencies through the whole country. For today them already more than 150. Call center operators switch calls of clients from other cities to the agencies of partners in the city, next to the client. Such interaction allowed to increase sales level significantly. In the presence at the partner of the automatic telephone exchange the IP trunk is used.

More than 60 call center operators (including managers) receive over 3000 calls a day. In the workplaces they use not physical phones, but softphones — special software which allows to perform all operations on call processing on the computer screen using the keyboard and a mouse. The contact center is also connected with UPATS of the main office "Pegasus Turistik" by means of an IP trunk that considerably reduces costs for intra-corporate negotiations.