Contact centers (solution providers)

Implementation of own call center in our country pays off at 10-12 times longer, than the similar project in the West. The main to that the reason sees each other in inability to competently reduce costs for unfairly wide staff of operators. Especially as payment of their work is much lower, than, for example, in the USA. All this means that the risk during creation of own call center in Russia is much higher. Therefore the customer of so hi-tech department should be twice attentive when choosing equipment supplier.

We will separate equipment manufacturers for call centers on set of criteria: functional and economic product capabilities, market share, popularity, technical novelty. According to the research conducted by Gartner Group in EMEA region the leading position is held by Avaya company.

Avaya

Products of this producer are used in the call centers by more than 20 thousand companies in the different countries. In the Avaya market also serious orientation to development of open technologies for the multichannel operator centers achieved a dominant position thanks to close cooperation with IBM and Siebel.

CRM solutions Avaya

The CRM solutions Avaya it is separable on three main groups.

• The application solutions Avaya Interaction Management ("Interaction management") - Avaya Interaction Center
• Application solutions Avaya Commitment Management (Management of obligations)
• Application solutions Avaya Business Intelligence ("Information management")

Solutions of the first group are intended for the organization of the universal center of contacts. With their help self-service of clients is implemented and plan group calls in the long term.

The second group of solutions allows the customer to organize most effectively work and interaction of the different divisions anyway connected with call center that, eventually, promotes observance by the company of obligations for high-quality customer service. Solutions from the third group are created for monitoring of the implemented solutions and assessment of their efficiency, the solution of strategic tasks of development of optimal policy of customer interaction and the organization of all business processes.

Software of Avaya

The operator centers Avaya sozhdatsya on the Definity ECS platform. For them there are three software packages which allow to create the operator centers with any necessary opportunities.

• Avaya Call Center Basic provides basic functionality of the operator center i.e. a possibility of automatic call distribution
• Avaya Call Center Deluxe aims at considerable expansion functionality of the operator center, allows to route calls
• Avaya Call Center Elite – a packet is created for creation of the most effective call center, adds routing of calls on levels of operators

In addition to these three packets there are three server products which are also participating in work on call processing.

• CentreVu Call Management System (CMS) is reporting system and managements
• The CentreVu Computer Telephony CTI server is the system of computer and telephone integration
• CentreVu Conversant is interactive speech interaction (IVR).

Cisco IPCC

Cisco IP Contact Center (IPCC) from Cisco IPCC is to the most important components of architecture of AVVID. After acquisition 1999 by Cisco company of the producer of processing systems of addresses Geotel, a product of this company it was included in the system of multiservice networks AVVID – the solution IPCC, the sall-center of the latest generation capable to process all types of addresses (phone calls, e-mail, appeals to the Website) in a single system of service of requests was created.

Cisco IPCC represents the combined solution package for the IP telephony and call centers. It supports intellectual routing of calls for all types of call centers on the general IP network. This solution allows customers to reduce costs, to expand scaling and to open new channels.

Because the call center is under construction based on corporate IP network, IPCC adopts all advantages of a corporate IP telephony. The IPCC Sall-center allows to write and control a call in what point it would not be irrespective of dynamics of zvok Openness of architecture and program interfaces allowed to complement IPCC with leaders CRM- packets, such as. Oracle CRM, Saleslogics and Siebel.

Specialists of Cisco complemented this solution with the Agent Desktop and Supervisor Desktop applications for the desktop systems. It gave to operators of the sall-centers an opportunity to easily install such packaged solution on the PC.

Cisco Agent Desktop and Supervisor Desktop have the intuitive graphical interface that significantly facilitates implementation of these applications. These programs increase labor productivity in call centers and allow to create inexpensive already ready-made solution with a possibility of permanent expansion.

Genesys

Independent equipment manufacturer for call centers. The main feature of products of this developer is that these products are created on the basis of architecture of T-Server which does not depend on the platform that allows to combine them with the equipment of other producers. One more product of the company – InterActive-T. It is the platform of development of program products - Call Center. The main advantage of solutions of Genesys company – ensuring independence of separate automatic telephone exchange.

• Genesys Contact Center

Novavox AG

The Swiss company Novavox AG specializes in development of CTI products. Its solution is called Smart Call Center. It can be implemented on CTI Wednesday different stations. It is worth referring controlled transfer of calls, status monitoring of the existing application, compatibility with different CRM-applications to features of this system. At the client's call in a temporary window information on this client from the database is displayed. Smart Call Center is new the addition to the Smartphone Pro platform.

Ericsson

The server solution of Ericsson for call centers is called Next Call Centre. It is allocated with ample latest opportunities of intellectual routing. These opportunities are available thanks to the module CTI which provides flexible routing and the preset solution for interactive voice messages of IVR.

NEC

The NEC corporation also proposes solutions in this area. Model 100MX of telephone exchange NEAX7400 allows to implement small and average call centers. On the basis of the CallCenterWorX application it is possible to create the integrated system of distribution of calls and control over use of telephone communication (ACD/MIS). The program provides creation of groups of operators, routing of incoming calls, processing of queue and visualization on the monitor of reporting information for each operator separately.

Huawei Technologies

The Chinese company Huawei Technologies causes about itself more and more talk owing to active expansion in the market. She is engaged in development of the equipment for telecommunication infrastructure in general and the call centers founded on standard CTI technology. Call centers of this firm have a modular and hierarchical structure. All key modules, such as ACD, IVR, CCS are license products of Huawei. ACD is used as the platform of primary access and switching. Products of the company are provided with open interfaces and means of further development, for example, by tools for the automated development of services of SCE and the application programming interface of API.

NAUMEN

NAUMEN company — the Russian developer of software solutions for business and authorities. The company renders services in development, implementation and support of program projects on the basis of own solutions. From the moment of the foundation in 2001 the NAUMEN company gained experience of project implementation on development and deployment of information systems in the different industries of the Russian economy. For ten years over 600 companies and the organizations from Russia and the CIS countries automated different aspects of the activity and business using software products and solutions of NAUMEN. Today among clients there are operating companies of communication, banks, financial groups, the companies of metallurgy and the heavy industry, trade and production holdings, authorities, the state enterprises.

• Naumen Contact Center – (before Naumen Phone and Naumen Phone Outsourcing) single solution for call centers and contact centers. Is the full-function software solution "all in one" based on IP telephony technologies.

AGAT-RT

AGAT-RT company makes systems for call centers in Russia on the basis of own developments taking into account local features of communication channels. The equipment of Agate the company is compatible to products of most of foreign solution designers are executed in modular architecture that allows them to support traditional telephony and work with VoIP networks. The customer can independently create quantity and type of telephone interfaces.

VoIP-networks

VoIP networks work with huge flows. And volumes everything grow, and the limit of this growth is not browsed yet. All operators - and ISP/ITSP – work with VoIP-technologies that leads to growth of connections between the diverse equipment. In Russia the gateways Cisco prevail, the equipment Vocaltec locally meets.

NetCentrex - one of leading companies in the field of VoIP-solutions for large providers and operators. The product NetCentrex has modular architecture that allows to expand functionality and to increase solution power. NetCentrex consists in long-term alliance with Cisco Systems that acquires special relevance in Russia as the most part of the VoIP-equipment here is delivered by this company.

Similar integration solutions purchase the increasing popularity in view of the attractiveness, and this trend, most likely, will end at a distant day.

Literature

Gartner EMEA Contact Center Infrastructure Magic Quadrant, 18 February 2002 is the analytical report

Links

Portal of call center Hot lines Website of Oktell company Website of Eksis company