OREANDA-NEWS. CROC was recently awarded first place in the 'Consolidated Reporting Systems based on Open Source Products' category at the 'Development of Applications for Avaya Solutions' contest. The prize was awarded for the company's contact center upgrade project at one of Russia's top 10 retail banks. The winning project had to be up-to-date, business effective, and prominent for its use of a combination of technologies to form the system's architectural solutions.

CROC's team managed to meet key customer objectives: contact center migration to a new site and upgrade, with reduced operational expenses on internal services, and implementation of a reporting system developed in line with the customer's requirements.

"We are pleased with Avaya's high evaluation of our joint project. Using Avaya tools and own developments, our specialists managed to improve contact center fault-tolerance and scalability, as well as consolidate its performance information into a single system supporting convenient and fast visualization. Today, contact center automation enables employees to forget about manual data collection from subsystems and data consolidation in Excel. Just several months after project implementation, the contact center has improved various performance indicators by 10-20%," said Oleg Kravchenko, Deputy Director General and Communications Systems Director, CROC.

"Recently, we have been witnessing increasing interest from companies in new integration solutions that allow for the unification of both geographically distributed and functionally distinct subdivisions. Such implementations help improve both performance and communications with colleagues and customers. Through its competence and long-term experience in deploying Avaya-based contact centers, CROC's team succeeded in meeting customer requirements," said Alexander Parkhomenko, General Director, Avaya in Russia and the CIS.