Asteros expands the system of telephone communication for the MSK Insurance group

The Asteros company started in March, 2011 expansion of a corporate system of telephone communication of the MSK Insurance group which will cover 900 subscribers on 6 platforms. The project became continuation of successful cooperation during which Asteros constructed contact center for SG of MSK and executed upgrade of a telephone network. It allowed to cut down maintenance expenses of clients, to improve quality of telephone services and to increase dynamism of work of insurance specialists.

The MSK insurance group (SG of MSK) enters in Tor10 of the Russian market of insurance. Its activity covers practically all regions of the Russian Federation, and the state totals more than 3300 employees. Due to active business development – the increased quality requirements of customer service and also expansion of the customer base and a packet of the offered services – in 2010 the management of insurance company made the decision on reorganization of a telephone network.

The previous year specialists of Asteros constructed in SG MOSCOW TIME the contact center on 55 operators including systems:

• automatic call distribution of Avaya Call Center Elite;
• reportings and managements of Avaya Call Management System;
• automatic outgoing call-down of Avaya Proactive Contact on 15 operators;
• interactive speech interaction of Avaya Voice Portal (about 30 clients at the same time are capable to service).

"Implementation of these systems and correctly organized distribution of calls allowed to improve customer service quality considerably. If in the summer of 2009 we processed about 50% of calls, then now this indicator grew to 97-99%", – Evgeny Alekseev, the chief of contact center of the block of retail sales of the MSK Insurance group summarizes.

Then the system of a telephone network of insurance company was upgraded. In particular, specialists of Asteros expanded a system to 615 subscriber ports and complemented it with new functionality. During this project the solution of wireless communication Avaya IP DECT was implemented. Thanks to it the insurance company realized the modern concept of mobile office, having given to employees all range of opportunities of a corporate telephone network and having exempted them from a binding to a stationary workplace that is especially important for effective work in the dynamic sphere of insurance business.

"It was important to us to provide high-quality round-the-clock support of addresses of our clients. Together with a command of Asteros we managed to construct the contact center meeting the growing requirements of our company at optimal investments. Besides, at upgrade of a system of telephone communication we managed to use the released telephone equipment that considerably reduced the project budget", – Stetsenko Alexander, the Chief information officer of the MSK Insurance group tells.

"Using hi-tech and easily scalable platform of contact center, insurance company it was succeeded to start remote sales channels and customer service. It not only increased reliability and quality of a company performance with physical persons and legal entities, but also reduced operational costs on processing of client addresses", – Sokolyuk Valery, the director of the department of telecommunication solutions of Asteros company notes.

As a result of the new project in SG the single corporate system of telephone communication will be created MOSCOW TIME. Thus, the number of subscribers at 6 remote offices SG MOSCOW TIME will increase up to 900.

After project finish specialists of Asteros will continue to render technical support services to guarantee continuity and high quality of the provided IT services.