Modernization of the contact center of GK Aeroclub on the basis of Genesys solutions
Problem
As business was growing, Aeroclub had to modernize its contact center, which the company uses as a key communications channel, serving over 1,000 corporate clients of the agency in 24/7 mode. A key requirement of the project was that the functionality of the contact center had to be expanded, it had to be scaled up and made more reliable.
STEP LOGIC's Objective
- The customer's contact center had to be migrated to the Genesys Customer Interaction Management platform.
- The new platform then had to be integrated with the corporate systems of the customer.
Features
- The speed of customer service increased by 10%.
- All the components of the platform were backed up and deployed in a data processing center with a tier III reliability level.
- Seamless migration of operators to the new platform.
- The routing stage identification function allows for incoming calls to be automatically routed to the group of operators that are in charge of the specific customer.
- Customization of the Genesys Workspace system for use in reception.
- A shared database was created, so were the well-defined information and event exchange protocols.
- Over 100 voice message distribution strategies were looked into, and over 45 types of reports were created.
14 January 2020
STEP LOGIC upgraded Wi-Fi infrastructure at the offices and production facilities of Coca-Cola HBC Russia and Multon companies
STEP LOGIC completed the modernization of
Coca-Cola HBC Russia wireless network infrastructure. The project was realized
using Cisco solutions and was applied across geographically distributed
production and storage facilities...
23 December 2019
Huawei awards the winners of the STEP LOGIC incentive programme
STEP LOGIC specialists took part in the incentive programme for partners of Huawei's Russian Corporate Solutions Division — Huawei Capability Incentive Programme 2019.
12 December 2019
STEP LOGIC receives the Russia Security Evangelist of the Year award for 2019 from Cisco
The award was given for the systemic promotion of advanced information security solutions, ensuring the implementation of the Zero Trust architectural concept to protect corporate resources from cyber threats.
02 December 2019
«Industrial Revolution 4.0 via IT» conference sponsored by STEP LOGIC and Huawei was successfully held in Kazan
On 28 November STEP LOGIC and Huawei held a conference for their customers dedicated to cutting-edge IT solutions for manufacturing sector.
21 November 2019
STEP LOGIC is going to run a conference in Kazan
On 28 November, an "Industrial Revolution 4.0 via IT" conference organised by STEP LOGIC will take place in Kazan. Huawei is going to become a partner of this event.
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