Russia is the first to introduce Contact Center on Demand based on Cisco solution.
Enterprise telephony across within the company, collaboration tools, video, web conferencing, and contact centers — all these communication solutions are not special and unique for Russian business. It is rather widespread among companies which seek success, increasing their competitiveness and efficiency. Today, however, the market requires new approaches that provide the ability to rapidly deploy and flexibly manage these high-tech services and simultaneously reduce thecost of their operation.
The new service, Contact Center on Demand, is the first in Russia which is based on UCCE (Unified Contact Center Enterprise) solution by Cisco, allowing Russian companies to rapidly deploy its own contact center and expand its functionality with minimum investment and optimal cost of ownership. Now the benefits of Contact Center On Demand have become available for Russian customers: rental (not purchasing) equipment and software licenses, no activation fee, scalable quantity of agents, 24-hour technical support included in subscription fee, flexible integration with CRM-systems.
Contact center on demand functions include intelligent distribution of incoming and outgoing calls, multimedia queries (email, web, chat, social networking, video, applications on mobile devices of subscribers — BYOA, Bring Your Own Application), a distributed system of self-service (voice menu / IVR applications, video-IVR for mobile devices and self-service portals), collecting and graphical visualization of statistical data, call recording, quality control, operator shifts planning, integration with CRM (CTI-integration), as well as other services.
Competitive advantages of services can contribute not only the company, involved in creating of contact center from the ground up, but also companies that already have their own service center, but want to be able to quickly and without additional investment provide its customers with new forms of remote interaction, from processing website queries to full implementation of OMNI Channel (omnidirectional customer service for all types of electronic channels of communication).
After launching Contact Center On Demand, CTI is going to provide enterprise customers with the following services:
· Unified Communications On Demand (enterprise telephony, instant messaging, Presence, video conferencing, voice mail, seamless integration with office applications and others);
· Service Desk On Demand, automation of internal IT processes;
· Secure office, a set of measures for implementation of information security policies within an enterprise.
«This service is frequently used across the world and has already been widely recognized in Europe and in the United States. CTI sees a great potential for development of cloud services in the Russian market. For example, I spend more than 30% of my time in business trips and communication solutions allow me to have full control over company activities and be in touch at any time and from anywhere in the world,» said Oleg Schapov, CTI CEO.
«UCCE solution by Ciscois one of the essentail Contact Center product that our company offers in the market. For more than 10 years it has been successfully usedby Ciscocustomersboth in Russia and in other countries around the world. Total Cisco UCCE base of subscribers consists of millions of users.In the summer of 2013, Gartner released a report where Cisco is called as a market leader in the Gartner Magic Quadrant for Contact Center Infrastructure. On Demand services based onCisco UCCE solution provides significant advantages for Russian companies. This will enable them to effectively compete not only with local but also withtheir western colleagues,» said Pavel Teplov, the business development manager of Cisco.