Alcatel-Lucent deployed the solution Genesys Contact Center in the largest contact center of MTS

The Alcatel-Lucent company announced successful deployment of the solution - Genesys Contact Center – in contact center of Mobile TeleSystems operator (MTS), in Ulyanovsk which is the largest contact center MTS in Russia. The contact center in Ulyanovsk is expected service more than 10 million clients of MTS in the Volga and Northwest federal districts and can process up to 4 million addresses a month.

The modern functions of identification and routing of calls supported by the solution Genesys allow to send the appeal of the client of MTS to the call center specialist capable to respond in the best way to his request at once. Besides, thanks to the solution of Alcatel-Lucent it is possible to distribute evenly workload between several contact centers of the company, having solved thereby a problem of an overload or idle time of resources and having as much as possible increased return from investments of MTS into development of contact centers.

"Today for mobile operator a key factor of growth of business is not only providing convenient and modern services, but also high-quality customer service. Start of the innovative solution of Alcatel-Lucent in MTS contact center in Ulyanovsk became an important element of implementation of our strategy for providing to clients of MTS of bonus service quality for what we use modern technologies of processing of the entering addresses, the innovation CRM tools, the best practices in the field of preparation and personnel training and many other things", - the director "MTS Russia" Popovsky Alexander said.

"Use of solutions of Alcatel-Lucent in MTS contact centers across all Russia allows the operator to increase service quality of the subscribers continuously, - Tikhonov Alexander, the vice president of Alcatel-Lucent in Russia and the CIS countries noted. - The choice of the solution Alcatel-Lucent Genesys for MTS contact center in Ulyanovsk became one more confirmation of our successful partnership in the field and efficiency of this solution".