Softline automated work of call center of "The Tolyatti power supply company"

On February 14, 2018 it became known that "Tolyatti Power Supply Company" (TPSC) received the upgraded IP telephony system based on the solution Avaya that allowed to automate routine work on processing of the entering and outgoing calls.

Prerequisites

The customer base of JSC TEK totals more than 20 thousand subscribers. For effective work of call center upgrade of a system of telephone communication as the company needed to provide scalability was required and to connect additional functionality for acceptance of indications of metering devices of the electric power and autocall-down of debtors. On a competitive basis the partner selected Softline company which offered the optimal solution at the cost and functionality.

Project Progress

Within the project delivery and installation of telephone exchange Avaya IP Office R10 and telephone sets was made. Specialists of Softline performed smooth migration of users and configured the voice menu on uniform multichannel number of the company. Automation of work of call center by means of the software package Personal IT from ProfIT company became the next stage. For the customer the call center with recognition of a voice and routing of calls was unrolled.

Project Results

Clients of "The Tolyatti power supply company" for transfer of meter readings can use service of the automated data processing which is available from the voice menu, or to call the special selected number. The electronic operator verifies data with the customer base, accepts and fixes indications of metering devices of the electric power, and solution integration with other systems increases information processing rate. For optimization of work of call center the possibility of the automated outgoing campaigns was implemented. In the accounting system the list of debtors which at synchronization is transferred to call center forms, and the electronic operator makes calls for the purpose of the report of personal information on debts.

"Upgrade of a system of telephone communication took place in short terms and is imperceptible for users. The deployed solution allowed us to increase efficiency of call center significantly. Routine work on processing of standard calls is carried out now by the electronic operator, and our specialists can give more time to the solution of difficult questions and unusual situations. Separately it is worth noticing that the timely automated informing consumers on the available debts positively affects their loyalty to the company". Denis Demidov, head of information technology of JSC Tolyatti Power Supply Company