Avaya supplies reliable telecommunications of company Teleperformance Russia

Avaya and Oberon declare end of the first stage of creation in Tver of the contact-centre on the basis of decisions Avaya for Teleperformance Russia.

The corporate standard for the contacts-centres of group of companies Teleperformance in the majority of the countries of the world are decisions from company Avaya. The given project became the first introduction of decisions Avaya for Teleperfomance in Russia.

The choice of company Oberon as the supplier of the decision for Teleperformance Russia is caused by wide experience in th field of construction of the contacts-centres and its long-term successful cooperation with company Avaya.

New contact-centre has allowed to integrate capacities Teleperformance Russia already available in Tver and to use carrying out of jobs of operators. The interface of jobs of operators and supervisors has been recognised Teleperformance Russia the most convenient and by full-function of the tasks in view considered for the decision.

Contact-centre in Teleperfomance Russia, territorially placed on one of platforms of the operator in Moscow, is constructed on the basis of powerful duplitsirovannogo telecommunication server Avaya Communication Manager S8730 which copes industrial operating system Linux. Media server Avaya S8730 executes necessary base functions of automatic telephone exchange — processing entering and outcoming calls, switching and routeing of calls. He allows to carry out connection to a telephone system of the general use through a communication statement with use of IP-trunks, digital connecting lines ISDN PRI/BRI, analogue connecting lines. Avaya Communication Manager S8730 supplies connection of subscribers with use of traditional analogue phones, digital and IP-phones, program phones IP SoftPhone. Besides, the media server carries out connection to a local IP-network for maintenance of interaction with servers of appendices of the contact-centre, corporate information system.

The project also has included installation on media server Avaya Communication Manager S8730 of following products Avaya: Avaya Call Center Elite, the package of decisions supplying high-quality processing of calls thanks to possibility of their routeing, and system of reporting Avaya Call Management System.

Jobs of operators of contact-centre Teleperfomance Russia have been born to Tver and organised by means of IP-phones Avaya 4610 which data transfers on a network are connected to media server Avaya Definity S8720. On jobs of the supervisors operating groups of operators in Tver on a platform in Moscow, IP-phones Avaya 4621 are established.

Now contact-centre is served by 80 operators and 8 supervisors, further probably significant escalating of capacities of the centre of service of calls to 150 camera jobs and more.

In the course of installation of hardware-software complex Avaya by company Oberon training of employees Teleperformance Russia to skills of management and administration of the contact-centre on the basis of Avaya has been carried out. After contact-centre input in operation its technical support is carried out by experts Oberon. Thus, all necessary works on realisation of the given project have been executed in a uniform complex. Quality and work term have completely satisfied the customer.

Following the results of successful end of the first stage of creation of the call-centre the further expansion of mutually advantageous cooperation between Teleperformance Russia, Oberon and Avaya — increase in quantity of jobs in the contact-centre, its modernisation, and also realisation of new projects is supposed.