Rostelecom starts the knowledge base in work

On February 12, 2014 the Technoserv group announced project completion of the project on creation of the information system "Uniform Knowledge Base of Divisions of Sales and Customer Service" (EBZ) for the telecom operator Rostelecom on a technology platform of Microsoft SharePoint.

Project Results

In "The uniform knowledge base" information on services, tariff plans and options, rules, procedures and technical aspects of rendering services gathers and systematized and also different handbook data contain. With its help the staff of contact center or sales office can quickly find information on questions of subscribers.

Commissioning of "The uniform knowledge base" allowed to structure and unify information and also it is essential to reduce time for dissemination of federal data and initiatives among users of a system in all regions of Russia (no more than two working days). EBZ has the intuitive interface and flexible tools on filtering, search and information management. The employee of the company can quickly enter the necessary section of knowledge, find and sort data on a request, including taking into account the region or a segment of subscribers. The software package is expected 200 user sessions per second. The solution is implemented in contact centers of all eight macroregional branches of Rostelecom.

"The uniform knowledge base" is integrated with the CRM system, its interface to base of rates is planned further.

The team of specialists of Technoserv and Reksoft, Russian software developer and information systems entering into Technoserv Group proposed to the operator technical solution based on Microsoft SharePoint.

Larisa Tkachuk, the senior vice president of JSC Rostelecom, noted: "The information system "Uniform Knowledge Base" is a key factor of quality improvement, efficiency and efficiency of customer service that is an unconditional priority of our company. The base allows to find quickly the optimal answer to any address of the subscriber. A system accumulates and broadcasts all over the country the best practices from all branches of the company. "The uniform knowledge base" – constantly developing system, it daily is replenished with new data. She will become the reliable assistant in work for thousands of our employees".

"This project for joint Rostelecom became for us unique experience, the Uniform knowledge base created for the operator has no analogs in Russia and the CIS countries both on scale, and on functionality. Today it contains more than 150 GB of corporate information. The solution has broad tool kit, allows not only to accumulate and provide information, but also, for example, to conduct marketing researches, – Evgeny Zakrepin, the first deputy managing director of Technoserv company told. – I will separately note that the developed standard solution on knowledge management can be used also in banking sector and other areas of retail services".