The Federal State Institution "Nalog-Service" implemented the multimedia geographically distributed contact center of Avaya Call Center

Goals and Objectives

Main business challenges of the project:

• improve and simplify process of service of telephone calls from taxpayers;
• increase performance of call center operators;
• implement the system of interactive speech interaction allowing to organize self-service of clients and replace work of operators;
• implement a recording system of calls using which it is possible to control service quality of calls;
• obtain statistical data about work of contact center and make operational and strategic decisions on its management.

Choosing a Solution

The IBS LLC company (IBS) having the status of the golden partner of Avaya, having estimated requirements of Federal State Institution "Nalog-Service" of FTS and also having carried out the analysis of opportunities of solutions of different producers of contact centers, selected solutions of Avaya as the offer on tender. Decision-making of IBS LLC (IBS) was influenced by the following factors:

Avaya – the recognized leader in the market of the operator centers that is confirmed by independent sources, such as Gartner, METAspectrum, Frost & Sullivan and dr; Avaya set already more than 25,000 operator centers worldwide, from them about 1500 – multimedia; Avaya offers all range of the equipment and the software necessary for creation of the full-function professional operator center; It is not obligatory to buy all equipment at once, the functionality and power of contact center can be increased gradually by adding of additional elements of a system. The offer of IBS LLC company (IBS) won competitive fight as the most conforming to requirements of Federal State Institution "Nalog-Service" of FTS to contact center.

Project Progress

The project was implemented in several stages:

• Inspection of objects of implementation;
• Engineering design;
• Balancing and commissioning;
• Acceptance tests;
• Trial operation;
• Commercial operation.

In the course of implementation integration into the existing equipment and training of operators in work with solutions based on the equipment Avaya was performed. Project deadlines and also partial unavailability of some technical premises to implementation of the new equipment were the main difficulties. Requirements of the guide to a complete description of technical solutions in project documentations and obligatory observance of its terms became important components. Difficulties and requirements of the customer were overcome thanks to high professionalism of technical specialists of the Moscow office of Avaya company and also the staff of IBS LLC (IBS).

Result

All assigned tasks are solved – now FTS has a modern contact center from leading manufacturer for service of telephone calls of taxpayers. Implementation of the upgraded technology processes allows to increase efficiency of tax administration and also to centralize information resources that improves service quality of taxpayers. Further also upgrade and additional equipment procurement and software for increase in number of jobs of call center operators is planned.

"Our company executes very responsible mission for ensuring organizational and technical and information activities of FTS, a set of its territorial authorities. We should keep up to date, implement the innovative solutions, including in the field of telecommunications and communication which significantly affect success and efficiency of tax authorities of our country", – Mikhail Chekunov, the head of department of Federal State Institution "Nalog-Service" of FTS