Chelyabenergosbyt automated acceptance of indications of accounting from subscribers

On July 24, 2017 the company announced Telephone Systems implementation of technology of contact center of own development in structure of the PJSC Chelyabenergosbyt enterprise.

Project Tasks

For improvement of customer service and reduction of load of call center operators, in the company the decision to automate acceptance of indications of accounting was made. As the software product for implementation of the tasks representatives of the company selected development of Telefonnye Sistemy LLC – a communication framework of Oktell.

Project Progress

The implementation project was implemented by Alfa-Inform company. The IVR system with speech recognition function is created. Its implementation allowed to organize automatic acceptance of indications of accounting in the round-the-clock mode.

During the project the communication framework of Oktell was integrated with service of Yandex Company SpeechKit Box thanks to what it was succeeded to configure speech recognition function.

Project Results

Integration of the Oktell platform with a billing system of PJSC Chelyabenergosbyt allowed to identify the client, to specify number of its personal account during processing of the address and to automatically enter indications into the system. On the basis of information obtained from the subscriber through IVR calculation of cost of the electric power consumed by it is made.

As a result of implementation of the Oktell platform load of operators is reduced, collection of information from subscribers is optimized and transfer of indications of accounting for clients is configured.