Upgrade of MegaFon's Caucasus regional branch call center
We started merging multiple legacy call centers into a single centralized call center in Krasnodar in December 2008. In the first phase, Asteros audited existing customer interaction processes and designed a new distributed call center architecture. The next step was to deploy state-of-the-art communications equipment in all call centers throughout the region.
As a part of call center upgrade, we deployed:
Merger of legacy call centers provided the following technological benefits:
The unified call center network employs 200 customer service representatives of MegaFon's Caucasus Regional Branch handling an average of 50,000 calls per day.
This project helped us achieve an important goal of optimizing call center development costs while also increasing its reliability... Together with Asteros, we deployed a multimedia call management system, an interactive voice response system, and an automated calling system.
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