November 23, 2009, Moscow. COMSTAR – United TeleSystems (COMSTAR-UTS, LSE: CMST), the leading supplier of integrated telecommunication solutions in Russia and the CIS, has completed expansion of its own outsourcing call center in Moscow.

As a part of this project, COMSTAR-UTS has arranged 40 additional workstations, and their number has thus reached 180. Workstations of the call center are fitted with the hardware and Nortel Contact Center software that provides required call processing functionality. Besides, workstations are equipped with WebAgent software (by Expert Solutions) that provides operating environment and enables call processing scripting. These solutions have been supplied by Expert Solutions. In addition, calls are processed using AQVoice smart platform (by AQLabs).

Besides, as a part of the call center expansion project, COMSTAR-UTS has purchased additional licenses for Teleopti CCC workforce management system. COMSTAR-UTS has been using this system for efficient call center resources management since May 2009. Thus, a number of operators engaged in forecasting and monitoring of the contact center load has increased. The system integrator is BELTEL company that has integrated Teleopti CCC.

“We have decided to expand the contact center, as we see a great interest both from large corporate customers and small-sized companies, i.e. business customers from SOHO segment. In the times of economic instability, many companies optimize their own resources and choose to outsource non-core activities, including telecom support, to professionals,” Roman Akatov, COMSTAR-UTS Commercial Director for Corporate Market Operations says.

Based on its own contact center, COMSTAR-UTS provides a full range of up-to-date intelligent network services as a part of the Logic Line (www.logicline.ru), including such services as virtual office, televoting, audio conferencing, intercity and international communication using prepayment cards. Logic Line package is a full set of functions to process incoming and outcoming calls, from the Logic Line Office, a cost-effective solution for small companies, to Logic Line Center, an enhanced package enabling functions of a full-scale call center.

Besides, Logic Line Center Hosting project has recently been launched. As a part of this project, COMSTAR-UTS allows its customers to deploy full-fledged workstations of the outsourcing contact center within customer’s premises. Using this service, customers may arrange their own contact center based on the COMSTAR-UTS communication infrastructure only. 

COMSTAR-UTS contact center is one of the first and leading outsourcing call centers in Russia. Presently, COMSTAR-UTS outsourcing contact center serves over 100 large corporate customers in Moscow such as Aeroflot, Transaero, Quelle support services, TAXI-SMS, Vozrozhdenie Bank, Altayenergobank, NOMOS-bank, Intourist and Detsky Mir. Besides, the contact center supports Blood Transfusion Service and COMSTAR-UTS own service of intercity and international calls processing.