System implementation "Asteros Contact" in Megafon Center

The MegaFon company selects increase in a customer loyalty as one of strategic tasks. Today in the company the corporate program of upgrade of contact centers is implemented.

Start of a pilot project in Megafon Center — November, 2008.

System implementation purpose "Asteros Contact":

• personalisation of works with clients
• improvement of quality of their service
• reduction in cost of maintenance of a client service.

Jointly specialists of Asteros and Megafon Center carried out customer service business process analysis, performed design and the implementing solution "Asteros Contact" with integration into other applications of contact center.

The solution "Asteros Contact" provides:

• integration of all used business applications into a whole
• continued information support of the consultant at service of a call
• quick search of information on the portal of knowledge
• preserving of information on a request by transfer of the client address between consultants.

In a project deliverable the contact center of the company will increase number of the processed calls and will increase customer service quality.

"Our contact center — one of the largest divisions of the company, and is the share of it serious loading: we service over 3 million subscribers of 8 areas of the Central region of our country. The company very seriously treats a concept "customer loyalty', and it is priority No. 1 for a client service. With implementing solution "Asteros Contact' we expect to increase even more service quality of our clients and by that to increase their loyalty. We plan that in the nearest future improvement in all respects will be reached at once: availability of channels, average time of processing of a call, average time of waiting...": Svetlana Grechukhina, the deputy commercial director for service of MegaFon company in the Central region