Newcontact unrolled "cloud" contact center for service of the order

On September 22, 2014 the Nyyukontakt company announced deployment of service of CTI contact center: Contact center on demand. The partner in the project CTI company.

Project Tasks

In the spring of 2014 the Nyyukontakt company addressed to CTI with a task: in the shortest possible time it was required to organize on the platform of the customer contact center on the level which is not conceding to the solution Cisco Unified Contact Center Enterprise (UCCE). "Ньюконтакт" provides a full range of services of professional outsourcing contact center and the contact center works at several platforms, including Cisco. However the number of the places unrolled on this platform appeared insufficiently for implementation of the new project of the company - operational expansion of jobs and functionality was required.

As a part of functionality of required contact center a broad set of services should enter:

• processing of incoming calls,
• collecting of statistics of addresses,
• call recording,
• human resource management
• speech analytics.

Additional requirements:

• completion of a standard system under individual requirements and implementation of import of records for the approved format of metadata.

In the long term the recording system and speech analytics should be integrated with own recording system of the customer.

Project Progress

Considering requirements, the CTI company proposed the solution on the SaaS model on the platform of the product "Contact Center on Demand". A core "Contact center on demand" from CTI - Cisco UCCE. The solution architecture allowed to make necessary customizations and completions, to integrate technology with the systems of the customer and to start the project.

Project Results

Part of the provided service - a recording system. The system of speech analytics and WFM are implemented on the hybrid circuit: are set in the territory of the customer, and are controlled according to the scheme SaaS. It allowed to lower requirements to an Internet channel between the platform of the customer and a cloud of CTI.

"For us it was important to sustain deadlines of start and input of a system in action taking into account a number of completions of the standard solution and also to provide to the customer a possibility of operational scaling of a system. Thanks to professionalism and efficiency of the engineers of CTI participating in preparation and a project startup, the solution was started in full and in required terms", - Albert Islamov, the deputy chief of technical support service of CTI company noted.

"We are grateful to CTI company for professionalism and goodwill of the working group. Works were performed quickly and qualitatively, the solution was provided in that volume in which it was required and that is especially pleasant, we did not need considerable capital investments in start of contact center of industrial level. All costs came down to operating rooms and also insignificant (in comparison with on-premise solutions) to single payments in completion of the solution", - Dmitry Evseev, the acting technical director of the company of "Nyyukontakt" emphasized.