World VoIP NewsAvaya introduces VoIP call center system for Russian governmental agency
Avaya introduces VoIP call center system for Russian governmental agency
Avaya has concerted the strategic effort with its Gold Partner Step Logic, and has commenced the regular operation of Avaya Elite R6 contact centre, involving 18 operators in the network of Russian Federal Ministry of Education and Science.
The deployment of the call centre was anticipated to ensure better public access to dynamic operations of school enrolments, management of kindergartens, and higher education data processing through multi-line VoIP telephony systems. Due to the implementation of an interactive voice response (IVR) utilities, regular inquiries from individuals are being automatically rerouted to specific processing engine, cutting down the workload of contact centre agents, especially during spikes, thus freeing resources for assisting in-callers and public requests, whose cases and queries are complicated. Almost the same automatic incoming call rerouting system optimises the procedures of existing resources and massively reduces operational costs. New project also has enabled the effective quality control of the interrelations with customers, delivering the rapid reaction to complaints by means of a call recording system. This absolutely technology cutting edge IP based deployment improves customer experience as a whole, throughout the whole network of departments. "The governmental segment today is bringing more opportunities in the cloud based call centre industry and we're trying to promote all our accumulated experience in designing commercial call centres to fortify our top leader performance in this area. This project has been extremely important for us and we have obtained invaluable experience in creating a next generation call centre in a federal organisation."The product was delivered by qualified partner, Step Logic, who started with a thorough analysis of the existing system and figuring out the customers’ requirements, before to setting up a completely operational call centre designed on the Avaya solution. " Also, Step Logic has commenced dedicated supplementary software for APM operators and APM contact centre managers running on the Avaya infrastructure, which enables the processing of all necessary statistical data on public calls, to cover the templates and transfer caller details to other operators, as well as providing to administrators capabilities of extremely flexible running of call centre."The project was executed in time period of three and a half months from the initial audit up to final delivery," explained Nikita Kochergin, Head of VoIP telecom Video Solutions at Step Logic. "The utilization of the Avaya Elite R6 contact centre is a superb solution for overall rebuilding of the state sector," stated Dmitri Ibragimov, Avaya customer manager. Also, Avaya has incorporated VoIP products for interactions between the public and governmental organizations, as well as best-of-breed multimedia approach: SMS, e-mail, chat, social networking social sites. During time periods of working load spikes in the contact centre (For instance, admittance tests, regulatory procedures etc.), callers now have the option to request a call back from an operator.
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