Quelle in Russia entrusted AMT Group management of IT infrastructure of contact center 2

The AMT Group company and Mail Service Order company (the Russian representative office of Quelle) prolonged the agreement for service maintenance in 2011. According to the signed agreement, AMT Group will continue to provide stable functioning of contact center of Quelle and also to execute projects on increase in efficiency of its work. In addition, AMT Group will advise the management of contact center concerning its development. The contact center of Quelle processing customer orders from the whole country is located in Moscow, implemented based on solutions of Genesys Telecommunications Laboratories company, global manufacturer of software for contact centers, says AMT Group. In day the company processes several thousands of orders. Owing to the localization the service of customer service works in the 24х7 mode, respectively, all IT services should be also available in the 24х7 mode.

Cooperation of AMT Group and Quelle continues since 2009. Transfer of management of IT infrastructure of contact center on outsourcing allowed Quelle to concentrate efforts on a profile type of activity and also to optimize costs for maintenance and upgrade of IT infrastructure. Existence of the formalized agreement on the service layer (SLA, Service Level Agreement) guarantees support of the quality level approved by the customer, availability and the continuity of functioning of IT infrastructure, emphasized in AMT Group.

Services of AMT Group include basic and outsourcing technical support of regular functioning of the contact center (CC) of Quelle. Basic service provides reduction of time of localization of network problems and maintenance of network after failures. Within outsourcing support routine maintenance of infrastructure is made, projects on upgrade are executed, there are consultations on development of CC.

Development and growth of business of Quelle require permanent adaptation of business processes of contact center and making changes in its functionality. Last year specialists of AMT Group booked audit of CC and performed a number of works on upgrade on its results: the systems of the automated call-down and processing of facsimile messages are implemented, additional setup of a system of statistical reporting is carried out. In addition, the fault tolerance of contact center due to setup of a monitoring system of a status a component and automatic switching to reserve components in case of their failure is increased.

For effective use of new functionality of contact center specialists of AMT Group provided training of staff of Quelle.

"Our IT strategy includes point on minimization of competence, non-core for the trading company. With respect thereto the decision on only right infrastructure management method in these conditions – IT outsourcing was made, – Rudko Dmitry, the Chief information officer of Quelle told. – For last year we were convinced that the partner selected by us conforms to our requirements and expectations, qualitatively carries out the tasks assigned to it. Therefore cooperation between our companies will be continued".