“Sky link” has created a single contact center in Vladimir| 08.08.2008
On Tuesday, August 5, company “sky link” announced the creation and launch of test operation of the integrated call-center customer service.
According to the operator, the centre was constructed in Vladimir. As told IT Weekly the Director of integration and project management of “sky Link” Georgy Gusev on the basis of choice of Vladimir as
the placement of the contact center was successful, the situation on the local labour market where other operators have not yet launched their door-bell centers. Accordingly, the company has the opportunity
to recruit in your centre the best employees. In addition, the choice of Vladimir has affected the initiative in the matter of Sergey Sinev, head of the firm “Vladtelekom” — local operating
the company “sky Link”.
It is worth noting that currently own contact centers are available in two operating companies “sky Link” – “Moscow cellular communication” (MSS)* and “Delta Telecom”. In other “daughter”
operator the appropriate functions are assigned to the departments of customer service.
Platform for the creation of contact-center “sky link” was chosen by the company Genesys. By words g-on Gusev, the company conducted a market study of the products for the call center. When
this was considered, and software and hardware solutions. As a result, “sky link” was chosen BY Genesys “as the most effective and promising solution.”
The contractor for the installation of hardware and software complex** the contact center has become firm SPM. Management by projects is carried out by the staff of “sky Link”. Also by the IT-unit operator
performed the change to the IT infrastructure of “Lattelekom” and consolidation in the new contact center data from the departments of customer service regional “daughters” “Skye of the Link”.
Currently Vladimir contact center is designed for simultaneous operation of 150 operators. During August the centre will service subscribers only from Vladimir and Vladimir
region. From September the access to the center will be customers of the operator of Voronezh, Kaluga, Ryazan and Tver. And by the end of the current year “Skye the link” plans to transfer customer service Central
(except Moscow and Moscow region), southern, Volga, Siberian and far Eastern Federal districts. Next year is planned to connect Moscow and North-Western regions.
The cost of the project “Skye of the link” calls. At the same time, by words g-on Gusev, the organization of the contact center outside of Moscow significantly optimized operational costs for the project, and
the choice of software solutions made it possible to achieve savings on capital costs. However, he noted that the resulting center the cost of creating one workplace of the operator, after
contact centre design capacity will decrease two times.
*In Moscow “sky link” is used to customer service not only contact center MSS, but will use the outsourcing model.
**BY Genesys is installed on a HP server DL360 G5 under the control of operating systems Microsoft Server 2003 and DB MS SQL 2005. To connect to telephone networks of foreign and used machinery
domestic manufacturers and network equipment Cisco.
