News

25.01.2010

Company Atlas has implemented contact center in Armenia for the company iCON Communications

Company Atlas, the leading system integrator in the field of telecommunication and information technologies on the Ukrainian market, announces the completion of the implementation of a contact centre for the company iCON Communications, the leading Yerevan Internet provider.

The installation of the contact centre was caused by the increased number of existing and potential clients’ applications on issues concerning the services and by the necessity for quality handling of these applications.

The task of the implementation was to improve the quality of customer service through the introduction of modern information technology. In order to achieve this, the customer was given the solution for 5 agents and 1 supervisor based on equipment Alcatel-Lucent with integrated Call Centre.

Among the technical facilities were provided such as: ATE Alcatel-Lucent OmniPCX Office for 80 subscribers and OmniTouch Call Centre for 5 agents and 1 supervisor. PBX (Private branch exchange) functions as office PBX and a Call Centre was deployed on its base. During working hours a 5 agents group works there. Call Centre allows you to choose the most favorable language for the clients (English, Russian, Armenian) and also it routes calls to agents with relevant skills. Also there was organized a priority line for VIP-clients. The software allows you to get statistics of Call Centre work in real time, as well as to make reports according various criteria. As a part of the implementation the consulting support from the integrator side was planned there.

As a result, the customer has received a solution that helps to manage the tracking of time and monetary compensation for operators for the overtime work. Solving the issues concerning the most convenient organization of operators’ working places and releasing employees from their routine actions due to using an interactive answer phone IVR, which provides background information, makes it possible to increase most effectively the quality of service and a number of serviced calls. The customer service has been improved due to the reducing to the minimum of incoming call waiting and a rapid redistribution of the calls to the free operator. Clear formation of the scheme of possible answers of the call center operator allows optimizing the process of call receiving.