CTI wraps up yet another round of modernization at Rostelecom contact center in Siberia
Systems integrator CTI has wrapped up yet another round of modernization and expansion of the contact center of Rostelecom Macroregional Branch Office (MBO) ‘Siberia’ (Barnaul), one of Russia’s largest call-processing centers. During this modernization, CTI has created 696 extra workstations for call center operators powered by Cisco Unified Contact Center Enterprise (UCCE).
This latest round of modernization is a part of Rostelecom’s global project on construction and expansion of contact centers. Upon completion of works, the state-of-the-art software-hardware suite Cisco UCCE in Barnaul expanded to process incoming and outgoing voice calls. ZOOM recording and quality management systems, and WFM Teleopti systems that streamline workforce management at contact centers and forecast operator workload expanded.
The upgraded contact center launched by CTI enables Rostelecom offices in Siberia to cover 66% of Russia (21 administrative units in seven time zones), which means over 1 million calls monthly. The new contact center delivers optimal call distribution, call monitoring and statistics, as well as forecasting and redistribution of workload between operators, optimal work schedules, thus ensuring maximum performance of the contact center with few new hires.
‘Russia’s largest telecom company Rostelecom is our long-term client, and continued cooperation with it is a milestone in our operations,’ says Dmitry Mironov, Head of Telecom Companies at CTI. ‘We have employed a comprehensive approach to create an effective platform for expansion of the contact center of Siberia MBO that provides service support to Russia’s second largest macroregion (Siberian Federal District). The principal goal in creation of an in-house call-processing center that we launched back in 2014 and keep expanding upon the client’s request is premium customer experience for existing and potential Rostelecom subscribers on remote channels, higher customer loyalty and better network coverage.’
‘We are grateful to CTI for premium quality of its services on contact center expansion at Siberia MBO,’ commented Tatiana Kazanina, Head of Customer Experience at Siberia MBO Rostelecom. ‘We’ve made the right choice by forgoing an outsourced contact center and contracting CTI to create an in-house contact enter. This contact center powered by cutting-edge technology and best global practices has enabled us to significantly improve customer experience for our subscribers. We have also pushed on to the next level in contact center workforce management. This latest round in expansion of the call-processing center will help us increase capacity and rise to a higher level in customer experience.’