Hi-Tech Integration has built a single contact center for the Center for Corporate Solutions

2024: Completion of the creation of a single contact center

On April 11, 2024, the Hi-Te ch integration company announced the completion of a project to create a Single Contact Center (ECC) for the Center for Corporate Solutions (CCR LLC). The contact center was created to organize a centralized service for the employees of the client of the Central Development Commission (more than 50 thousand users) on IT, HR, P2P, corporate cellular communications, R2R. Thanks to the active participation of the specialists of the Center for Corporate Solutions in the project, an innovative contact center was created that meets all the requirements and is able to provide an effective solution to the tasks assigned to it.

The project was carried out in two stages. First voice , a single contact center was launched for the main business units of the Corporate Solutions Center - IT and HR - where the function of saving the archive of recording conversations was implemented, and then this contact center was integrated with the customer's work systems, CRM Naumen portal and. Bitrix e-mail

Integration with the Customer's existing information systems was one of the important tasks of the project, therefore, special attention was paid to its solution. During the solution, it was necessary to ensure the exchange of data, as well as create a comprehensive reporting system for the work of the Unified Contact Center from different channels of interaction in accordance with the corporate standards of the client. In particular, at the workplaces of operators, integration was carried out with the "Knowledge Base" of the enterprise on the required topics. At the same time, it was necessary to ensure the transition of operating operators to the system being implemented without interruptions in the work of client departments.

Another important stage of the project was associated with telephony at the workplaces of contact center operators, built on the basis of solutions from a foreign vendor. Due to the fact that the vendor left the Russian Federation in 2022 and stopped providing technical support, the specialists of the company "Hi-Tech Integration" carried out a seamless migration to telephony of domestic production. It is not inferior in its characteristics and performance to foreign solutions.

As of April 2024, 60 operators can simultaneously work in the Unified Contact Center, capable of processing more than 20,000 calls per month through all interaction channels. In the future, the system can be scaled by the number of operators and users if the Customer has such a need, as well as add additional interaction channels - text and voice (chat bot, social networks, instant messengers).

During the implementation of the project, effective work was built with all departments of the Customer related to the operation of the contact center, as well as their business processes were carefully analyzed. It is thanks to this that we managed to create a Unified Contact Center that meets all the requirements, guarantees the most efficient work of employees and, most importantly, is able to ensure the effective solution of the tasks assigned to it. The implementation of this complex and interesting project would not have been possible without the active participation of the specialists of the Center for Corporate Solutions, the deep knowledge and expertise of which allowed us to create a contact center together that meets the requirements of modern business and guarantees customer service at the highest level, "said Igor Weisblum, General Director of Hi-Tech Integration.

In the person of Hi-Tech Integration, we have found a professional partner who is ready to flexibly adapt his solution taking into account changes in external factors and clarifying business requirements for the solution. It was possible to achieve high results due to the close interaction of the specialists of the Central Development Commission and the integrator. It was this approach that made it possible to carry out work on the launch of the ECC as scheduled, ensuring continuous work on receiving requests. The creation of a modern Unified Contact Center is an investment in the future aimed at improving the processes of organizing centralized services for employees of the Central Development Commission and their clients, - said Andrey Ovchinnikov, Project Manager of the Central Development Commission-IT, Center for Corporate Solutions.