Deployment of VoIP System and Call Center Upgrade at Bashneft

Challenge

Bashneft uses a complex traditional TDM phone system to connect its numerous businesses, offices and regional subsidiaries. To streamline its telephone network and expand the range of available phone services Bashneft decided to migrate to IP telephony and deploy a call center.

Project delivery

SITRONICS Bashkortostan, the general contractor for this project, subcontracted it to Asteros.

Asteros and SITRONICS:

  • Supplied Cisco Unified Communications Manager hardware and software, and developed an IP telephony system

    The new phone network connected more than 1200 employees in different offices in Ufa.

    The network has sufficient spare capacity to support additional users, operators and message traffic.

  • Integrated the new IP telephony system with existing phone network and Microsoft Lync Server communications platform

    Through integration with Microsoft Lync, the phone system became a part of the unified IT infrastructure capable of supporting future qualitative and quantitative growth.

  • Enhanced Bashneft's call center functionality with Cisco IPCC Express

    Configured and implemented support call routing and prioritization rules to match existing business processes. Call center now supports intelligent voice response, dynamic customer data display on operator's monitor, call recording and report generation functionality.

Project results

Migration to IP telephony simplified call distribution and handling processes and optimized everyday work of company employees, most notably technical support representatives. New phone network and enhanced call center functionality improved quality of services provided to Bashneft's Service Desk users.

Transition to IP technologies improved reliability of telecommunications network and created an opportunity to deploy a video call platform.

VoIP and call center upgrade were two important steps in Bashneft's Service Desk development program that we have been successfully running this year. We were able to make Bashneft's IT systems much more accessible for business users.

Grigory Podoprelov, Director of Oil & Gas Account Management, SITRONICS

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