Call Centre given as gift in support of: St. Petersburgs 300th, Anniversary Celebrations.
by Mr. Dragomir Vlatkovich
Saint-Petersburg, Russias northern capital, celebrates its 300th birthday this year: anniversary celebrations in the city began in earnest on May the 23rd. As expected, Russians and citizens from around the world gathered in huge numbers to celebrate 300 years of their much loved St. Petersburg, rich in culture, bejewelled with palaces and monuments, gardens and cityscapes. Known and admired by so many people not only those fortunate to reside within its gaze, St. Petersburg also played host to official delegations from the G-8¸ the European Union, and the Commonwealth of Independent States.
Naturally, an event of this magnitude requires accurate and timely delivery of important announcements: information relating to events, their location and time and certainly precise information for safety and security reasons etc., St. Petersburgs governing body gave Northwest telecom this responsibility. In acknowledgment to St. Petersburg for reaching their 300th year, and to assist Northwest telecom provide adequate telecommunication services throughout the city during celebrations, STROM telecom presented Northwest telecom with a Call-Centre designed with STROM telecoms MEDIO ACD system brand.
As a celebratory gift from STROM telecom, the Call-Centre enabled Northwest telecom to provide two reduced indexes: "004" and "006" free of charge for information dissemination in many languages including: English, French, Russian, German and others. The MEDIO ACD system performed call switching functions, call redirection, information messaging, and the collection of necessary statistics for analysis. All persons present in St. Petersburg during this festive season have enjoyed the benefit of free access to timely and important communications.
Only two weeks were taken from system delivery to full operational capacity of MEDIO ACD. For the specific purpose of call provisioning for celebrations, the call-center was put into operation on May 15th and completed functioning on June 7th. During this period call-center operators were asked a variety of questions relating to a diverse group of topics.
The most frequently asked questions were about festive activities, vehicular traffic, historical information pertaining to monuments, historic buildings and their locations etc., 150 000 calls were approximately taken during festival proceedings. At certain times it was necessary to set up MEDIO ACD according to non-standard load dynamics. The Call-Centre has been greatly appreciated in terms of performance, satisfying all capacity needs, enabling efficient information dispersal at this special and unique occasion as St. Petersburg continues its legacy beyond its 300th year.
Presently MEDIO ACD system operates data resource management for Northwest telecom and in this manner continues to facilitate operations in the area.
The main features of the MEDIO ACD system include the following:
- Automatic fault diagnostics
- Subscriber service based on first-call-first-service premise
- Transfer of voice announcements
- Receiving of incoming calls by predetermined criteria
- Recording of each call data
- Control of configuration parameters
- Automatic number releasing and call service termination
- Administrator interception of calls between operator and subscriber or call interception participation between operator and subscriber
- Different variants of call routing: based on calling subscriber data and based on priorities for example national and international calls)