Cisco ATP Unified Contact Center Enterprise specialisation

  AMT-GRUP confirms correspondence of Cisco specialisation on the contacts-centres within five years on end. In 2002 AMT-GRUP became the first company in territory of Russia and other CIS countries, received IP Contact Center Enterprise specialisation (the title of specialisation till 2006).

The partner status on specialisation Cisco ATP UCCE gives AMT-GRUP the right to delivery, implantation and rendering of technical support of products bar of Cisco Unified Contact Center Enterprise (Cisco UCCE) - solutions for contacts-centres organisation of major concerns and outsourcing contacts-centres.

Paul Teplov, the manager on developing of Cisco business: «Implantation of solutions UCCE requires of our partners not only good knowledge of the product, but also capability to its integration with indirect telecommunication and IT Systems. Besides, often it is necessary for partner to know how to organise processes of contact-centre operation. The collection of these competences warrants as much as possible a product effective utilisation. AMT-GRUP corresponds to these high requests». Moreover, the company annually improves skills and expands possibilities in the field of contacts-centres creation. For example, AMT-GRUP develops ratios with adjacent systems manufacturers that in the issue increase greatly possibilities of package solutions on the Cisco UCCE basis.

For the last year five AMT-GRUP experts were trained under program Unified Contact Center Enterprise at the certificated international centers. The sales volume of Сisco Customer Contact  series products has increased more than by 50 %.

AMT-GRUP has started to fulfil consulting projects that testifies to the high competence in the field of contacts-centres creation. There is development of the developing concept of the uniform banks consolidated contact-centre under brand URSA Bank for example. The concept includes solution of organizational, technical questions, and also scheduling and the expenditures forecast. As a platform of the uniform contact-centre solution “Cisco Unified Contact Center Enterprise” is recommended.

Alexey Troshchenko, the adviser of contacts-centres AMT-GRUP department, tells: « The important component of our qualitative developing is effectivization of contact centre operation at firms. Our last projects include operation quality management (implantation of negotiations record system) and handle of delivery capacity of contact-centre operators. For example, within the limits of the project for the leading Kyrgyzstan mobile communication operator appearing under trade mark MegaCom, we have fulfilled full-scale implantation UCCE and systems of record of negotiations with operators of call-centres. And in October of this year we have received specialisation Cisco ATP - Customer Voice Portal and steels of one of the companies first in Russia having the right to implantation of distributed vocal portals Cisco Unified Customer Voice Portal. Usage CVP allows lowering considerably the cost price of tools of vocal self-service and construction of queues for the calls which have acted on local numbers, in the distributed contact-centre with the centralised platform of operators. Among the expanded possibilities of CVP system it is possible to name speech recognition and access support to corporate data ».

In Laboratory AMT-GRUP will develop permanently acting stand UCCE integrated from a demo-CRM by system, systems of record of negotiations, quality managements and handles of staff. All interested persons can visit this laboratory.

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