Tea Telecom (IP call center of Naumen Phone)

The project of automation of customer support in JSC Chaika Telecom included:

• automation of an incident management process;

• creation of call center for call acceptance in a support service (Service Desk).

Project Objectives

For service quality improvement the support service of Chaika Telecom needed to centralize acceptance and processing of the client requests coming to head office and local groups of engineers and to implement an incident management process according to the recommendations of ITIL. At implementation of this process tasks of prevention of loss of client requests and a shorter reaction time on an incident and its elimination were set.

The selected solution

As the tool for automation of an incident management process specialists of Chaika Telecom selected the Russian solution Naumen Service Desk 2.2 having successful experience of implementation at a number of telecom operators and service providers.

The management system for support of IT services of Naumen Service Desk is a ready-made solution for automation of support services (Service Desk) which provides incident management process automation, problems, level of service (SLA) and configurations. In a system there are flexible customizers, the knowledge base, the report generator and means of processing of standard requests (troubleshooter).

Project Progress

Within the signed contract of Chaika Telecom purchased licenses for 15 jobs of Naumen Service Desk. In addition the company purchased the solution Naumen Phone 3.0 for creation of call center of a support service.

Works on installation and software setup, integration of Naumen Service Desk with a billing system of Chaika Telecom and personnel training were executed by specialists of NAUMEN company precisely in the planned terms. In September, 2005 systems were brought into commercial operation.

Project Results

During the project the incident management process, including accounting and classification of incidents, control of observance of procedural terms of failure handling and maintaining history of processing of incidents was automated. Besides, data exchange between Naumen Service Desk and Naumen Phone allows to automatically determine the client and the business center where it is, by the phone number of the client. This information is transferred to the call center operator at the time of acceptance of a call and is registered in a request together with the indication of service and the description of an incident.

Implementation of Naumen Service Desk also helped to formalize appointment procedure of the engineer responsible for a request: at registration of a request the responsible engineer is automatically appointed on the basis of data on type service and location of the business center.