STEP LOGIC and the Voice Technologies Centre (VTC) improve the quality of long-distance education of customers of the North-western macro-regional branch of Rostelecom, PJSC

In 2015, a hardware and software complex for automated voice debt alert implemented, based on Rupor II solution by the Voice Technologies Centre (VTC) and the STEP Telemarketing universal system developed by STEP LOGIC, was installed at the contact enter of the North-Western macro-regional branch of Rostelecom.

The hardware and software complex of automated voice alert (HSC AVA) notifies the subscribers of Rostelecom of the existence of debt and its amount (the data is transmitted from the company’s information system).

Initially, clients receive reminders of the necessity of payment in the form of a fixed phrase, identical for all subscribers, then - individual messages on the relevant amount of debt. The complex also ensures the possibility of flexible generation of the played phrases within one notice.

This project was a continuation of the long-term successful cooperation of TSC, STEP LOGIC and VTC in the sphere of building contact centres and other directions, related to improvement of quality of long-distance customer service.

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Rupor II is a system of individual subscriber notification of using digital communication channels that support the automated synthesis of voice messages VitalVoice™.

Step Telemarketing ensures the users’ management of the application, notification schedule, notification subsystems, determines the rules of re-dialling to achieve the required effect of subscriber notification. Using the module interface, one can set the text format of messages to be played at the pre-determined times and dates when reaching the subscribers.

HSC AVA can be used to solve the following tasks:

• Notifying customers of the account status, repayment of a loan, debt;

• Advertising goods and services, telemarketing;

• Automated calling of the subscriber database with the transfer of calls to contact centre operators;

• Notifying customers and employees of an upcoming event;

• Notifying customers of emergencies and scheduled service works (retail power suppliers, water treatment plants, housing and utilities facilities);

• Population alert in case of emergencies.

HSC AVA is fully domestic software based on solutions of leading global and domestic manufacturers, that can be implemented incontact centres, integrated with the private branch exchange, or directly connected to the communication operator’s unit.