[July 08, 2010] 'Uralsvyazinform opens contact centre with Cisco' Tweet Jul 08, 2010 (DMEUROPE via COMTEX) -- Russian regional operator Uralsvyazinform has selected Cisco for deploying a unified contact centre based on the Cisco Unified Intelligent Contact Management Enterprise platform, in the Ural region. The new contact centre serves residential, business and public sector customers and has 99 helpdesks in 82 locations, employing 930 agents in three shifts, who process more than 100,000 calls a day. Uralsvyazinform's contact centre provides information and technical support to subscribers of all telecommunication services of the company, including above 10 million fixed-line and mobile GSM customers. All regional emergency and social services, as well as government and state authorities use the contact centre, wherein the regional authorities are planning to introduce web-based as well as contact-center-based e-citizen services, as a part of their e-government programme. In the future, Uralsvyazinform plans to offer its contact centre services to other business customers in the region. The Cisco Unified Intelligent Contact Management Enterprise platform helps enable Uralsvyazinform to integrate traditional inbound and outbound voice applications with internet applications such as real-time chat, web collaboration and e-mail. The new multichannel contact centre infrastructure provides features such as expert on demand. The centre includes an IVR function, which enables subscribers to access some services, such as checking balances, payments, tariff changes and frequently asked questions. The centre is integrated with Uralsvyazinform's Cisco Unified Communications platform, used across the company's seven regional branches. The service also includes the Advanced Interaction Manager for Cisco Unified Contact Center Enterprise, the Cisco Unified Customer Voice Portal and the Cisco AS 5350 Voice/VXML Gateway. A Cisco partner in Russia, NVision Group designed and implemented the system that is integrated with Uralsvyazinform's data network. Uralsvyazinform also installed the call-recording service Zoom CallREC by Zoom International, a Cisco technology developer partner. Distributed for DMeurope.com via M2 Communications (www.m2.com) [ Back To TMCnet.com's Homepage ]