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

Today, contact centers are not just a place for processing customer calls, but are an important point of interaction between business and customers, which affects their loyalty, level of satisfaction and, ultimately, the financial results of the company. According to a study by marketing company HubSpot, 60% of consumers expect to receive a response to their request within 10 minutes or less.

Companies are faced with growing volumes of calls and customer demands that await a response almost instantly. Contact centers in this context play a key role: they are transformed from service points to interaction centers, where issues are resolved, consultations are provided and sales are conducted. At the same time, outdated technologies and fragmented solutions do not allow the business to provide the proper level of service, which leads to a decrease in the efficiency of contact centers and customer dissatisfaction.

The outdated contact center platform needed to be replaced.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

• absence of omnichannel;
• inefficient use of resources;
• Inability to scale during peak loads
• Lack of integration with CRM systems
• long process of customer identification through the use of several disparate systems.

MODUS X, together with partners, set out to create a modern contact center that will meet business requirements, integrate all customer service processes on a single platform and provide high performance even during peak periods.

Solutions

To solve the identified problems, we implemented a new contact center solution based on Cisco Unified Contact Center Enterprise (UCCE) in the period 2021-2023. This solution provided flexibility, scalability and omnichannel for processing client requests through voice and text channels.

The main stages of the project included:

1. Deployment of the Cisco UCCE Platform

The core of the system is ICM (Intelligent Contact Management), which handles intelligent call routing based on predefined scripts and processing rules. The solution is integrated with SQL databases to store configurations, historical data, and reports.

2. Implementation of Omnichannel Customer Service

Through Smiddle OmniChannel, a single access point was created for handling customer interactions via voice channels, web chats, messengers (Viber, Telegram), and email. This functionality was consolidated within the Cisco Finesse interface, allowing agents to manage multiple inquiry types simultaneously.

3. Integration with SAP CRM and Other Systems

Integration allowed the agent's interface to combine data from SAP CRM, billing systems, and other databases, which accelerated customer identification and reduced request processing time.

4. Voice Services Automation

Cisco CVP (Customer Voice Portal) was deployed to configure IVR (Interactive Voice Response) systems with self-service features and DTMF-driven information menus.

5. Enhancing Analytical Capabilities

• CUIC (Cisco Unified Intelligence Center) was used for real-time reporting, giving access to both standard and customized reports.

• Power BI was integrated for monitoring and analyzing key contact center performance metrics.

6. Quality Control and Workforce Management

• Eleveo Call Recording was implemented for call recording and analysis, enabling performance evaluation of agents.

• Calabrio Workforce Management supported workload forecasting and staff scheduling optimization, particularly during peak hours.

7. Disaster Resilience

The solution was deployed in an on-premise VMware VCF-based infrastructure with geographically distributed components in the cloud, ensuring system redundancy and stable operationeven under critical conditions.

These measures greatly improved contact center performance, enabling fast scaling, process automation, and higher customer service quality.

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.