Wilstream * is one of Russia's leading providers of outsourced call centre services, with a $7m turnover in 2007 and around 12% market share.
Company growth meant that a new 200-agent contact centre facility was required in Moscow, to deal with increased demand and to ensure that Wilstream could offer all the services that customers might request. The company wanted to move to a full IP solution so it could offer customers the ability to handle voice calls, SMS, email and web chat, as well as providing an Interactive Voice Recognition service.
In order to provide the solution that Wilstream was looking for, a Nortel Communication Server 1000 was installed at the company's new site in Moscow, running the Nortel Contact Center portfolio for full multimedia call handing capability, and Nortel CallPilot for Auto Attendant functionality and voicemail. A Nortel Media Processing Server 1000 was also installed to provide the required IVR functionality. The solution was completed with Nortel IP Phone 1150s for all 400 agents.
Results & Benefits
- A wider range of services can be offered - the multimedia and IVR capability of the solution gives increased service options for clients
- Increased capacity - the IP contact centre can handle higher call volumes with the same number of agents, which increases profitability
- Support for two vendors in one call centre - allows customers who have their own call centre running on a particular solution to use a common reporting interface