The Group of Companies BEEPER (LLC “Info-content”) has announced the launch of a distributed contact center. This technological solution, being a multisite configuration, is the result of a successful cooperation between BEEPER and CTI. The project is already the fifth one, successfully fulfilled since 2011, that can be safely called a revolutionary one.
The infrastructure, created on the basis of Cisco Unified Contact Center Enterprise complex, enabled us to optimize the solution of tasks, related to processing huge numbers of referrings at the geographically distributed operator sites.
The solution includes the system of screen/conversation recording, and also the system of management, which allows to estimate the quality in remote mode, post online the assessment for operators, assign trainings, as well as the trainings during the operator independent work at the hours of lowest work load. Within the project's framework, the possibility to form virtual queue, was fulfilled. This provides the distribution of calls between several sites, increasing the efficiency of operators' work and gaining integrated statistics at the same time. As IVR-subsystem, the solution used was based on Cisco Unified Customer Voice Portal.
The solution of a distributed contact center, developed by CTI company, is a powerful fail-safe system. Key advantages of this system are stability, non-stop operation, possibility to distribute the load. In case of a problem at one of the sites, the operation will be continued. The main equipment – the core of the system – is located in the safe Data Processing Center (Tier3). Conceptually new contact center allows to both receive and process the incoming voice referrings and to carry out the outgoing ring round of clients as well. A wide range of additional equipment and software provides the opportuinity to plan further development towards wider usage of self-service, interaction with clients via new, gaining popularity, channels, such as processing e-mails, video chats, communication in social networks etc.
According to the director of LLC “Info-content” IT department, Sergey Makarov: "The fulfilled project comprises of a new level of technical solutions in the service market of outsourcing contact centers. We are grateful to CTI for the high-quality work done in time," Sergey Makarov further added: "The contact center, built by the joint efforts of CTI and BEEPER specialists, is a reliable tool of business processes optimization, which is important for providing the high quality of company's services, while maintaining their market value”.
“In this project the usage of the unified medium of calculations, Cisco UCS, as a platform for virtual contact center, enabled the fulfilment of the project in a very short time, reducing the time of development of applications and services"t, says Arnold Kern, the head of corporate systems group at CTI. The platform Cisco UCS unites the servers, which provide access to networks and data storage systems, into an integrated convergent system, improving the indexes of economic effectiveness and efficiency thanks to the increase of productivity, the decrease of power consumption and the improvement of monitoring and management”.
“BEEPER distributed contact center is based on the most innovative solutions of our company", says Viktor Puchkin, the Cisco customer manager, adding: "We are sure, that using Cisco technologies will let BEEPER develop and expand the range of the services, optimizing resources and time expenditures. Customer loyalty and satisfaction with the contact center services, and the speed of launching new services are the most vital factors of business development in the modern competitive environment”.