Beeper Group of Companies launches a distributed contact center.
BEEPER Group of companies (OOO Info-content) has announced the launch of a distributed contact center.
The technological solution representing a multi-site configuration is the result of successful cooperation between BEEPER and CTI. This is the fifth project implemented together since 2011, and the one that is considered to be a revolutionary.
The infrastructure built on Cisco Unified Contact Center Enterprisesystem has allowed to optimize tasks associated with processing a large number of requests on operator sites geographically distributed.
The solution has included recording system for screens/conversations, as well as control system that allows to perform remote quality assessment, to publish online assessment for operators to appoint training, as well as during an individual work of operator in the off — peak hours. This project has included the optionto form virtual queue, which allows to distribute calls among multiple sites increasing operator efficiency, and thus to have a single statistics.The solution based on Cisco Unified Customer Voice Portalhas been used to create IVR-subsystem.
Distributed contact center solution developed by CTI is a powerful fault-tolerant system. Key advantages of this system — stability, smooth operation, load redistribution. So, if some problems occur on any sites, the work will be continued. The main equipment, system core, is located in the secure data center (Tier3).
An essentially new contact center allows to both receive and process incoming voice requests and to make outgoing telephone calls to clients. A wide range of optional equipment and software enables to plan further development towards increased use of self-service, interaction with customers using new and increasingly popular channels such as processing e-mail, video chats, social networking.
According to Sergey Makarov, the director of IT departmentat Info — content, the implemented project is 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,»notes Sergey Makarov. «The contact center, built by joint efforts of CTI and BEEPER specialists, is a reliable tool of business process optimization that is important to provide services of high quality maintaining their market value».
«Cisco unified computing system (UCS) used as a platform for contact center virtualization has enabled to implement the project in a short time, reducing the time required to deploy applications and services,» says Arnold Kern, Chief of engineering group enterprise solutions at CTI. «Cisco UCS platform combines servers with networking and storage access resources into a single converged system that improves performance and delivers greater cost efficiency by increasing productivity, reducing energy consumption, improving monitoring and control.»
«The distributed contact center at BEEPERis based on the most advanced solutions of our company,» says Victor Puchkin, customer service manager at Cisco. «We believe that Cisco technologies will allow BEEPER to develop and expand the range of services, optimizing resources and time costs. The loyalty and customer satisfaction of contact center services and the rate of new service introduction are the most important mechanisms for business development in today's competitive environment.»
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Net sales in fiscal year 2013 amounted to $48.6 billion.
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BEEPERis a successful group of federal companies providing contact center outsourcing services for a variety of businesses in Russia and in the CIS countries.
BEEPER is the largest employer in call center industry in Russia, ranks first in the number of jobs among operators and is one of four leaders in contact center market in Russia (according to the RBC research rating 2013).
Since 1999, BEEPER Group of companies has implemented more than 600 projects for partners from various industries. www.beeper.ru