OREANDA-NEWS. June 18, 2009. The project’s purpose is to further customer service and communications within the company. The integration of the two Siberian branches’ phone networks has created new technological opportunities, which could not have been implemented before due to certain technical limitations, reported the press-centre of ROSNO.

The project "ACS: AVAYA connection solution" (integration of phone networks through the VPN channel) has improved the company’s client relations in several aspects at once. The implementation of this project has made it possible to establish a single call centre for the two branches. Now all incoming calls are transferred to Novosibirsk and divided between the company’s employees by the call centre operators. This innovation has made it easier for the two branches to conform to the unified customer quality standards as regards incoming calls processing.

All clients of the Novosibirsk and Irkutsk branches can now use a simple and convenient standard voice menu (IVR). By using the IVR, callers can directly get through to the appropriate professionals and discuss their issues without any assistance from call centre operators.

In addition, by purchasing additional phone lines, the company has decreased network load, and currently clients can call the company more quickly than before.

The project has enabled creating a unified extensions schedule for all branch employees and avoiding the need to connect to the external long-distance telephone lines in order to call another branch. Now the specialists from these two "neighbouring" branches can contact each other using the internal extension number, thus, along with increased convenience in operation, also minimizing telephone communication costs.