System Integrator BELTEL announces about successful completion of Ufanet call-centre construction. The call-centre has 70 agent places and was built for Ufanet customers’ support.

Ufanet provides a full range of solutions: Internet access, computer network integration, city phone number, IP-telephony, digital channel rent, digital and cable TV and etc.

To increase customer service level the company management decided to build the modern call-centre. For project realization BELTEL was invited who has the large such projects experience.

Call-centre agents handles the calls to 7x24 provider support - about 1000-1500 calls per day. Agents can transfer the calls to technical support if they have the second call from the same customer it is transferred to the technical specialist which handled it in the first time.

Call-centre also handles the calls to other company departments. Nowadays the agents handle calls from 6 Bashkortostan places – Ufa, Sterlitamak, Oktyabrsky, Ishimbay, Neftekamsk, Orenburg and Orsk. Ufanet engineers were able to connect to call-centre new region without BELTEL assistance after training in BELTEL Training Center in Saint-Petersburg.

Call-centre solution included: PBX Nortel CS1000E, Nortel Contact Center 6.0, IVR MPS500, Nortel Contact Recording 6.5.

Ufanet customers get the information about current balance, company services, emergency from IVR system MPS500. Call-centre has outbound call system. Beltel agent application was integrated to Ufanet corporate applications.