The representative office of Schneider Electric in Russia upgrades contact center

The Asteros company updated the telecommunication platform at the Russian central office Schneider Electric having implemented the solution Avaya Call Management System.

Objectives

At the central office of the company in Russia about 700 employees work. Their daily communications were supported until recently by outdated telephone exchange of Nortel which did not allow to increase number of subscribers and to implement necessary functionality for operational management and increase in efficiency of call center.

It was required to create the reliable and technological hardware and software system which is not requiring replacement in the next 5 years. It is necessary to organize smooth operation of a system of telephony and call center of the company. In addition - to provide a scaling option, operational management and the subsequent integration of call center with corporate information systems of the customer.

To make the system of telephone communication reliable and scalable, the company management decided to implement at the central office and call center of the company of the solution of Avaya. The Asteros company was involved in project implementation.

Solution

Solving an assigned task of Asteros made migration of subscribers of the company and call center agents from the Nortel platform on Avaya.

The telephone exchange with managing software of Aura Communication Manager became a core of telephone infrastructure. A system on a centralized basis manages communication, supports voice mail and readdressing of calls, including on mobile phones. It is especially convenient for the branched international company – the staff of Schneider Electric can use short office numbers at commission of long distance calls. Now the solution services about 700 subscribers.

For management of contact center the Avaya Call Management System system which collects statistical data about work of call center and helps to make operational decisions on its management was selected. For quality control of tinning of clients the Avaya WFO Contact Recording system allowing to write a talk of operators with clients is installed. As a result of changes the company received the tool which helps to configure algorithms of intellectual routing of calls, to collect the unrolled statistics about work of call center and to predict load of operators.

Opinion

"Convenience of communications – a necessary component of any modern business which is especially connected with maintenance of a large number of clients. We not just upgraded telephony at the central office. We created reliable base for the centralized distributed system of communication which will integrate all regional offices Schneider Electric in Russia over time. Scalable and functionally rich Avaya platform which we are going to integrate with the CRM system will help to build effective processes of customer service with contact center", – Denis Efremov, the director of IT department of Schneider Electric company in Russia considers.