Call Center: Russian Implementations

Yegor Shadursky
Express Electronics, #8/2003

Russian paradigm of call center implementation envisages a PC platform augmented with CTI boards. Scalability and performance is achieved by adding new computers and more boards that compromise reliability. However Russian call centers have definite advantages, with low cost being the decisive purchasing factor, especially on domestic market. 

Another, yet a very distinguishing advantage of Russian call centers is a wide range of services to run CRM tasks and availability of end-to-end solutions.

Call center developers in Russia are few-numbered. Bercut, NTC Proteus, CBOSS, Svetets, Forte IT and Vulkan can be mentioned here. The article will elaborate on the solutions currently available from Russian companies.

 

Call Center for Telecom Services from CBOSS

CBOSS Association is a leading Russian developer providing of integrated hi-tech solutions for enterprise-wide automation of a telecom operator. Pursued by the Association the strategy envisages provision of a turn-key solution, including equipment and system software delivery, user training, configuration, start-up, consulting, implementation, support and evolution of the products. CBOSS pre-eminent position as a system integrator is based on business alliance with Oracle, Sun Microsystems, Hewlett Packard, Avaya, Excel Switching, Xerox and other leading manufacturers and providers. Convergent Business Operation Support System (CBOSS) is the conceptual solution of the developer. Call-center is built into CBOSS billing system.

CBOSS primarily targets cellular operators. Besides, it can handle IP traffic and PSTN. CBOSS can work with switches from Lucent, Ericsson, Nokia, Qualcomm, Alcatel, etc. Call center solutions from CBOSS provide a fully-fledged range of automatic procedures for customer care, including financial monitoring, bill delivery, modification of subscription and subscriber notifications.

CBOSS is deployed on NT Server platform (Compaq, HP). System software: Windows NT, Win2000, Personal Oracle, Visual Voice Dialogic Fax Support, etc. System components communicate over TCP/IP and ODBC/OCI. SNMP is used for interaction with monitoring solutions built around TMN.

Based on Oracle database, CBOSS has outstanding scalability characteristics. The system offers fraud-prevention tools, specifically clone detection, providing additional protection to subscribers. Along with CBOSS billing, a customer can use other products available from CBOSS, such as CBOSSacc IVR, CBOSSics web-based self-service solution, CBOSSprepaid prepaid services system. Designed as a modular structure, call center consists of the following components: CBOSSacc IVR, CBOSSacd automatic call distribution, CBOSSsms SMSC, CBOSSvmail voicemail, CBOSSisp remote customer care office, CBOSSssc supplementary switching center and some other. Similarly to Oracle database solutions of Enterprise and/or Standard editions, lite versions are available for most CBOSS standard products, preserving the basic features but representing configurations optimized.
CBOSSacd solution intended for call distribution integrates with CBOSS billing, intefaced with CBOSSacc, CBOSSsms and others, constituting a multi-featured suite for enhanced customer care service.
CBOSSacd supports TSAPI and PBX built-in automatic call distribution function (for example available in Lucent Definity ECS or Ericsson MD110). CBOSSacd can connect a subscriber directly with a required operating group, saving multiple call redirections.
Every incoming call arriving to PBX could be identified using Caller ID and subscriber profile available from CBOSS database.
IVR system helps subscribers to choose a operating required group (responsible for financial-related problems, subscriber service, or information desk).
CBOSSacd database is used to store call processing details, timestamp, call recording, duration, etc.

Besides, CBOSS solution provides the following functionalities:
* tools to create/edit business rules of incoming call processing;
* tools to add/change/view detailed info on agents (a group, training level);
* registration of call-related info, available later from the workplaces through reports;
* collection of statistics on call subjects;
* programmatic (TSAPI based) realization of core telephone system functions, such as dialing call numbers, call receiving, call terminating, call forwarding;
* automatic self-diagnostics of system modules, support if SNMP for TMN-based monitoring systems.

 

Contact Center from NTC Proteus

Built on Proteus platform using cutting edge technologies including IP, Proteus-RV contact center is a multi-servicing call processing center. Proteus-RV is intended for information desks, multi-purpose emergency services and booking offices. Free/charged service booking offices and information desks accessed via PSTN or Internet can be easily implemented in the Proteus-RV framework.

With IP-telephony technologies that underlie agent's workplaces LAN is allowed as a sole communication transport for Proteus-RV call processing center. Moreover, these technologies enable accessing central database for client applications running on agent workstations. Add here a capability to process requests sent in email using VoIP.  It is the VoIP that allows deployment of a contact center in a telecom network, irrespective of location, thus making outsourcing a profitable reality.

TCP/IP technologies fulfilled with Proteus contact center can make complex CTI commutation kernel redundant and implement switching functions in the LAN.
Proteus-RV functionalities are implemented in application servers that handle numerous media streams and interact with different databases in the course of call processing. Catering for reliability and scalability and streamlining implementation of distributed systems, the solution envisages several application servers, each responsible for a dedicated range of services: automatic call distribution server, interactive voice response server, etc. With Proteus-RV, call processing logic is consistent through any  type of calls.

There is a number of issues to apply to call routing:
* destination number;
* time, day of week;
* origination number;
* data received from the caller during IVR session;
* number of agents available;
* number of calls queued, and their priority;
* time on hold planned;
* call processing time averaged for the selected group of agents.

 Three main algorithms ensure an even load distribution among agents:
* takes a call with first available agent;
* taking a call with agent having longest idle time since the recently processed call;
* takes a call with agent having more idle time since the first call served.

ACD system can handle both phone/fax calls and Internet-mediated requests. Supported call-back functionality is implemented for Internet and IVR-mediated requests. When a call-back request is sent from a website, a subscriber submits details that specify contact information and preferred method and time of callback.
The system provides an algorithm for processing a request sent in email.
Resources of a contact center can be accessed via email in two ways:
* a message sent to a corporate email address;
* filling out the form on the website.

Irrespective of the technology a subscriber chooses to make a call, requests arrive to an agent as equal-priority calls.
A subscriber can specify the agent to process his request. Such calls have higher priority than those sent to a group. However, such calls are likely to violate equal load distribution among agents. The following functionalities are accessable for a contact center operator:
* register in a required agent group irrespective of a workstation using a unique password;
* receive calls from PSTN and Internet;
* arrange outgoing calls;
* hold calls;
* consultation (second call);
* call forwarding to another group/senior operator;
* block a console to temporary suspend call processing;
* call termination;
* retrieve information from a contact center database in the course of call processing.
When incoming call arrives, an agent can see information on the subscriber displayed at his workplace.
Proteus-RV envisages call divert if not answered by any agent. This function comes in handy when the agent fails to take the call within a specified period of time to process it correctly. This is possible if an agent failed to check out but the system continues to consider him/her available. Unanswered call is returned to the same group for processing.
Proteus-RV allows to record agent-subscriber calls and collect statistics to base reports on.
System administrator is responsible for the following configuration tasks, affecting:
* agent attributes;
* the number of agent groups;
* suspension/release of a workgroup;
* incoming call processing mode;
* routing of incoming calls;
* call routing algorithms;
* IVR menu messages.

 

Svetets Call Center for Info-Servicing Billing Systems

Svetets solutions are available configurable to address billing for information services. Implemented for both credit/debit and universal mode of settlements, the solutions meet  requirements of different customers. Ranged from Omsk branch of SibirTelecom, Khabarovsk branch of Far-East Telecom, Service Communication company, VIK Master, Moscow municipal bank, etc., solutions can be customized for the following:
* Call center that makes information on rendered services transferred to an external billing system (credit mode). Users are identified using Caller ID;
* Call center that performs rating/billing for rendered services. Users are identified using Caller ID;
* Import of information on provided services, to be processed, from external billing systems;
* Call center integrating with prepaid platform (debit mode). Users are identified using PIN.
Service card is used to pay for various services including communications. Tariffication and account debiting is performed online in the database of the prepaid platform;
* Call center can combine debit/credit mode and perform per-service distribution of available channel resources.

The solution components are customized for any business. In any configuration, the following basic-level services are consistent:
* Creation of hierarchical IVR menus. Fast modification of voice prompts for customer care scenarios.
* A variety of client identification mechanisms: PIN, one-time passwords, etc.
* Email notification on contact processing results. Address book management. Contact details are presented to an agent during a call in a convenient way, GUI.  Full history of contacts;
* Call back convenience;
* Interface to fax- and web servers;
* Logging call/processing details;
* Load balancing and call routing;
* Outgoing calls to a list of numbers. Sending fax on request;
* Intellectual processing of an incoming call. A number of parameters, such as black list, call timestamp, PIN (when integrated with prepaid platform) are checked to pick the most adequate customer care scenario;
* Tariffication on information services;
* Flexible reporting;
* Intellectual platform integration-ready.
 

Multi-servicing Call Center from Forte IT

Hardware platform of the call center uses Intel Dialogic computer telephony boards. The call center solution from Forte IT includes:
1. Computer telephony server with Intel Dialogic board(s) (4-1024 phone lines), Call-o-call application, IntelliScript Pro and IS IVR;
2. Database server (customer profiles, reports, information desk);
3. Agent workplaces equipped with specialized applications and multimedia headsets. The system grows together with your business. Progressive upgrade allows to support more agents;
4. Administrator's workplace.

 

Key distinguishers of Call-o-Call contact center:
* Reliable Intel switching platform suggesting a reliable, universal solution, capable to interact with different types of equipment and a variety of communications protocols.
* Call-o-call operates irrespectively to the type of local exchange and integrates with every type of PBX. Call-o-call can take core switching functionalities working over E1/FXS/IP, making PBX redundant, and integrate smoothly with LAN.
* Fully-fledged IVR allows to streamline agent operations, often making their involvement unnecessary. Rich suite of interfaces enables IVR to connect to databases, sales systems back-office and automate request processing through subscriber self-service.
* Speech recognition technologies implemented for the Russian language in automatic customer care scenarios allow to dramatically increase customer satisfaction, making interaction more natural for a user and boost customer care efficiency.
* Tools for integration with a variety of CRM solutions protect investments and removes the problem of data replication from corporate database/warehouses. IT integration also contributes to customer satisfaction.
IS IVR can interact with any corporate ODBC-accessible database.
Along with the standard ACD functionalities, Call-o-call supports mini-conferences adding up to nine agents or subscribers to one call session.
Implemented architecture of the call center pre-defines configuration of an agent workplace. Usually, it includes a PC, a telephone and a hands-free kit. In case of VoIP connection, operator's workplace becomes truly converged with the corporate LAN. A solution consisting of products preset allows an operator to meet individual requirements of business.

 

 CLIQ Call Center from Bercut

The solution has more than 50 installations at companies and enterprises across various industries. Earned 'Product of 2001' Award, as nominated in Customer Care category. The product is implemented using non-PBX technologies that provide consistency of voice/email/SMS/web call processing. VoIP allows creating a single switching environment for several, customer care centers irrespective of their geographical location.

Digital interfaces are responsible for voice calls transmission for CLIQ to integrate with any switching equipment, making PBX redundant. CLIQ is featured by:
1. Inbound calls registration and processing, irrespective of the originator telecom network;
2. IVR;
3. Intellectual call routing on a switching platform of choice;
4. Taking voice calls over E1;
5. Support of SS7, R1.5, R2, R2 MFS, DSS-1 (EDSS-1), 2DSC leverages integration with switching equipment of the choice;
6. Non-voice (email, SMS, web) calls are converted to proprietary preprocessing format in respective gateways;
7. Registration of every incoming call irrespective of processing results;
8. Individualization of customer care;
9. QoS Customer care monitoring and statistics collection;
10. agent workplaces;
11. Remote monitoring;
12. Administration tools enhanced.

Converged technologies allow an agent's workplace  equipped with a PC and a headset, without system telephone redundancy. User-friendly GUI provides access to required informational resources.
IVR providing self-care capabilities increases efficiency of customer care operations. IVR allows taking a call, request additional information or forwarding a call to the required agent in call center in automatic mode.

CLIQ assigns a priority to every incoming call, based on the following switching parameters:
* Subscriber's number;
* Destination number;
* Trunk;
* Category of subscriber number;
* Original destination, while forwarded to call center.
Standard to all call center solutions, call distribution algorithm allows a subscriber to choose the required service.
Supported black list serves a reliable protection from malicious users who get a 'service-denied' reply automatically.

A subscriber waiting for the service can listen to the following scripts:
* general or personalized greeting;
* notification on planned time on hold;
* advertising or general information clips.

According to research, the subscribers informed on the planned time to hold, tend to wait 1.5-2 minutes longer than those, who did not receive such information.

Implementing the strategy of personalized CRM, call center takes advantage of subscriber individual profile with preferences. Database records a business rule for servicing any subscriber.
An agent fills out a call completion form, commenting the results of every call processing.
The system allows operators to log on with personal credentials using any workstation. Efficient call handling is achieved by simultaneous servicing of several subscribers, when an operator plays back clips with pre-recorded answers to typical questions.
Automatically registered unhandled calls are presented in a report, supplemented with required contact details for further processing.
Forwarding to external telephone numbers. This feature is important when businesses use a telephone number of a well-known information office.
Online collection of statistics and monitoring of operations yield efficient management and coordination of call center activities. Current information can be easily displayed on the operator's monitor, TV or video panel. Administration enhanced comes in handy when it is important to solve challenging issues of conflict-prone contacts with subscribers. Recorded calls, played back online/offline are especially useful for this purpose. Recorded calls are compressed using GSM 6.10 technology and are stored in a database, becoming a valuable training material and evidence in handing conflict situations. The system provides a tool to specify data access rights. JAZ-Drive SCSI devices or CD media are used to create archive volumes of recorded calls.

 

Rubin Call Center from Vulkan

Vulkan, a Russian developer and provider, offers a distributed three-level call center dubbed Rubin. The call center is implemented on a computer telephony platform with open interfaces for integration with a customer database. 3-level distribution of call center functions helps for call handling fast and efficient. IVR is on the first level. Groups of agents are on the next levels, where all typical requests are processed that were not handled by IVR. Problems that require special resolution are forwarded to the third level, represented by qualified specialists with broader authorities who see full suite of initially available details about the customer on their monitors instantly with the incoming call.

Among key differentiators of Rubin call center one should mention intellectual call distribution (phone, email), collection of statistics and monitoring agent operations, online recording of calls, tools to edit IVR menu and broad administration capabilities.
Rubin seamlessly integrates in customer IT and telecom infrastructure, connecting to existing LAN and setting no requirement to either PBX or phone lines. The solution uses CTI boards from Agat-RT. 

Rubin is available, scalable for different IT budgets. Rubin for SME comprises of an IVR server, administration module and Agat-RT CTI-board. The solution has limited functionality that spans IVR menu, automatic notification, voicemail, call forwarding to human operator (from IVR menu), and connection to the user destination submitted in tone mode. The main attraction becomes an affordable price that, however, does not include the cost of computer and PBX equipment.
For larger companies, Vulkan offer contains more optional solutions. A suite for 10-15 agents will cost $30-40K. The price includes CTI server, specialized application software and user training. One-year warrantee technical support is for free. Technical support is performed remotely, available during business hours only. The developer provides free upgrading of the Rubin call center. SI works are subject to additional fee, which amount is individual and depends on the customer IT infrastructure.