Advanced call identification and routing features
Mobile TeleSystems (MTS), a Russia-based telecommunication operator, has deployed Alcatel-Lucent’s Genesys Contract Center offering at its Ulyanovsk contact centre.
Genesys Contract Center offering provides advanced call identification and routing features that directs an MTS customer’s call to the person most qualified to address their request.
In addition, the Genesys offering enables uniform workload distribution across multiple sites, eliminating the problem of over or under-used resources.
The Ulyanovsk based contact centre serves approximately 10 million MTS customers in the Volga region and the northwest federal districts of Russia processing up to four million calls per month.
MTS Russia director Alexander Popovsky said the launch of Alcatel-Lucent’s offering in the MTS contact centre in Ulyanovsk is an important implementation element in their strategy designed to provide MTS customers with premium quality services including advanced incoming call processing technologies, and CRM tools.