How modernisation of contact centres helped to optimise the process of handling incoming calls at DTEK Networks and YASNO

The outdated contact centre platform needed to be replaced. Six years of working on Cisco Express and LIRA CC created significant limitations:

• Lack of omnichannel capabilities
  Inefficient use of resources;
• Inability to scale during peak loads;
• Lack of integration with CRM systems;
• A long process of customer identification due to the use of several disparate systems.

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MODUS X and its partners set out to create a modern contact centre that would meet business requirements, integrate all customer service processes on a single platform, and ensure high performance even during peak periods.

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Solution

To solve the identified problems, we implemented a new contact centre solution based on Cisco Unified Contact Centre Enterprise (UCCE) in 2021-2023. This solution provided flexibility, scalability, and omnichannel to handle customer requests via voice and text channels.

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The main stages of the project included:
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1. Installation of the Cisco UCCE platform
The core of the system is ICM (Intelligent Contact Management), which is responsible for intelligent call routing according to scenarios and processing rules. The solution is integrated with SQL databases for storing configurations, historical data, and reporting.

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2. Implementation of omnichannel services
With the help of Smiddle OmniChannel, a single access point for customer service via voice channels, web chats, messengers (Viber, Telegram), and email was implemented. The functionality was combined in the Cisco Finesse interface, which allowed operators to process several types of requests simultaneously.

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3. Integration with SAP CRM and other systems
Thanks to the integration, the operator's workstation has combined data from SAP CRM, billing systems, and other databases, which has accelerated customer identification and reduced the time for processing requests.

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4. Automation of voice services
Cisco CVP (Customer Voice Portal) was implemented to set up an IVR (automated voice menu) with customer self-service functions and informing via DTMF scenarios.

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5. Expanding the analytical potential‍

• CUIC (Cisco Unified Intelligence Centre) is used for real-time reporting, providing access to ready-made and customised reports.
• Power BI is connected for monitoring and analysing key performance indicators of the contact centre.

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6. Quality control and personnel management‍

• Eleveo Call Recording has been implemented to record and analyse calls with the ability to evaluate the work of operators.
• Calabrio Workforce Management provided workload forecasting and optimised staff scheduling, especially during peak hours.

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7. Fault tolerance
The solution is deployed in an on-premise infrastructure based on VMware VCF with geographically distributed components in the cloud, which ensures redundancy and stable operation of the system even in critical situations.
These steps have significantly improved the efficiency of the contact centre, enabling rapid scaling, process automation, and improved customer service.

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Results

‍Cisco UCCE became the heart of the new system, delivering the following results:

• Processing 2,400 simultaneous voice sessions and 3,000 outgoing calls
• Reduced customer wait time (AWT) and increased customer satisfaction (CSI);
• Integration with CRM provided a single interface for operators;
• Increased efficiency due to process automation and clear division of roles between operators.
• The system also allowed for centralised management, optimised contact centre maintenance costs, and prepared for future scaling.

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‍The new platform is currently used to process requests from various channels, but additional features are planned to be introduced: expanding omnichannel capabilities, integrating with artificial intelligence tools to predict requests and analyse agent performance.

This modernisation of the contact centres was a key step to ensure uninterrupted operation and a high level of customer service for DTEK's customers in the current environment and to meet regulatory requirements.