News : BEEPER Launched a Distributed Contact Center.
The BEEPER Group of Companies has announced the launch of a distributed contact center. The technological solution, being a multisite configuration, is a result of a successful cooperation of BEEPER and CTI.
The infrastructure, based on the Cisco Unified Contact Center Enterprise complex, enabled to optimize solution of tasks connected with processing a huge number of appeals to the geographically dispersed operator sites.
The solution includes the system of screen/conversation recording, and also the system of management, which allows to estimate the quality in a remote mode, post online the assessment for operators, assign trainings, as well as the trainings during the operator independent work during the hours of the lowest work load. Within the project frameworks the possibility to form a virtual queue was fulfilled. It provides the distribution of calls among several sites to increase the efficiency of operators work and to gain the integrated statistics at the same time. As the IVR-subsystem, the solution based on Cisco Unified Customer Voice Portal was used.
As the director of IT department Sergey Makarov said, the fulfilled project is a new level of technical solutions in the service market of outsourcing contact centers. "We are grateful to the CTI company for the high-quality work done in time, - noted Sergey Makarov. The contact center, built by the joint efforts of the CTI and BEEPER specialists, is a reliable tool of business processes optimization that is important to provide high quality of company services with 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 to fulfill the project quickly, reducing the time taken for applications and services development, - said Arnold Kern, the head of corporative systems group at CTI. The platform Cisco UCS unites the servers, which provide access to networks and data storage systems, in the integrated convergent system, improving the indexes of economic effectiveness due to an increase of productivity, a decrease of power consumption and improvement of monitoring and management".
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About Beeper Contact Center:
The BEEPER™ Group of companies consolidated under a common trademark 13 Contact Centers in Russia and Ukraine. The key trends of BEEPER™’s activity involve services of outsourcing contact centers, including arrangement of an enquiry-information service, comprehensive support, marketing, telesales, and service in the automatic mode. In addition to standard services of contact centers the BEEPER™ offers partnership in the projects on optimization and rearrangement of remote service departments for partners in the format of outsourcing management of the partner’s internal contact center. Since 1999, the BEEPER™ Group of companies has implemented more than 600 projects for companies in various business branches.
Published: Friday, March 28, 2014