Avaya and Teleopti Partner for Russian Contact Centre Market

By Anuradha Shukla

TMCnet Contributing Editor

 

Avaya and Teleopti have partnered for the Russian contact centre market. Both companies will offer their clients new integrated solutions to ensure planning and management of working processes in a contact centre for providing quality customer service.

The contact centre workforce management solution Teleopti CCC has been integrated with Avaya’s (News - Alert) solutions for organizing call centres.

According to Avaya’s Regional Director for Russia, the CIS and Eastern Europe, Dmitriy Ivannikov, the increasing competition in the services market has lead to more demands for high quality service. Ivannikov asserted the importance of having an advanced contact centre for a customer-oriented business and said that its effectiveness depends on centre’s personnel, business processes and technology.



“The crucial role of solutions for managing working processes for the general operation of a contact centre has been appreciated all over the world. However, in this country this is a fairly new and unique phenomenon. On the Russian market, companies are only making their first steps in employing more effective mechanisms for managing staff both on the operational and on the strategic level,” he said in a press release.

Russian market is reportedly showing a lot of interest in Teleopti CCC. Teleopti owner and CEO, Nils Bildt, said that enterprises are now paying ever closer attention to the human factor and the psychological climate in the team since the degree of their satisfaction affects the quality of services provided.

“Avaya and Teleopti’s integrated new solutions will enable Russian users to achieve an even higher standard of service, gaining extra competitive advantages in their struggle for customers,” said Bildt.

Teleopti CCC includes features to form forecasts and charts of multi-channel, multi-site outgoing contacts made by variously skilled agents. These capabilities facilitate complex human resource management tasks in a multi-level structure of a contact centre.

Teleopti provides contact centre personnel management solutions.

Avaya Inc. develops and constructs communications networks for organizations and businesses all over the world.

Avaya was in news last week when Westover Consulting Inc. and the Center for Women’s Business Research, two women-run organizations, reported using intelligent communication solutions from Avaya to power their operations.

Avaya has replaced WCI’s former phone system, which was outdated, expensive to maintain and complicated to operate. A secure and easy-to-use converged voice and data system by Avaya IP Office has given WCI “big business” features for a “small business” price.

The Center for Women’s Business Research is also using a solution based on Avaya IP Office. Designed by Matrix Technologies, a certified member of the Avaya BusinessPartner program the system offers a number of new features that are helping the organization project a professional image and respond to calls more promptly.

For more information, visit Avaya or Teleopti.

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Anuradha Shukla is a contributing writer for TMCnet covering call centers, CRM and information technology.