In "The Irkutsk Power supply company" the call center is implemented

Big loading of operators and need of improvement of processing of calls of consumers of Irkutsk Power Supply Company LLC (IES) coming to contact center and also need for simplification and process optimization of work with clients became premises of the project.

Within cooperation by specialists of BELTEL the application based on Avaya Aura Experience Portal in the Avaya Aura Orchestration Designer development environment was created; implementation of new IVR'a based on AAEP for customer service of IES and integration of the application with web services and the customer's DB is executed.

The project was implemented in several stages: installation, setup of the AAEP server; installation, setup of the servers Nuance ASR, Nuance Vocalizer For Network; application writing in the Avaya Aura Orchestration Designer development environment.

This application gives to the subscriber an opportunity to automatically obtain information on debt, on a status of the LAN, on shutdown of energy on a residence address of the subscriber (if similar shutdowns are carried out to the current period).

Also the subscriber can obtain information on location of the nearest service centers of subscribers and learn phones of abnormal services. Besides, it is possible to enter indications of metering devices on different types of energy with the subsequent preserving them in an information system of the customer. The application on quality evaluation of work of the operator is separately developed. Survey results can be browsed in a report type as the general, and on each agent separately.

Integration is executed with the following elements of Contact Center:

• With the customer's DB: registration is ringing and record about is mute in a DB (for reporting). Obtaining the reference information by the required client from a DB;
• With web services of the customer: for authorization of the client in a system (both by number, and on a LAN), receiving a residence address of the client, formation of grammars (for the system of speech recognition of ASR), entering of PU values into the system of the customer;
• With contact center through the built-in web services: adding of contacts of the subscriber in the company of a call-back in the CallBack application;
• With the system of recognition and speech synthesis (Nuance Recognizer, Nuance Vocalizer For Network).

Project Results

The project provided providing to the client a possibility of transfer of indications of metering devices, obtaining the up-to-date reference information, the notification of clients about the planned blackouts, identification of the client and scoring to it information on debt. Assigned tasks were solved in full. Obtaining the main information without participation of the operator is organized. Transfer of indications of metering devices is performed also without service of operators.