Russian Telco Taps Alcatel-Lucent for Its Largest Contact Center

Alcatel-Lucent today announced that its advanced Genesys Contact Center solution has been deployed in the largest contact center in Russia at Mobile TeleSystems OJSC, the leading telecommunication operator in Russia and the CIS. Based in Ulyanovsk, this contact center serves more than 10 million MTS customers in the Volga region and the northwest federal districts of Russia processing up to 4 million calls per month.

Advanced call identification and routing features provided by Genesys directs an MTS customer’s call to the person most qualified to address the request. Alcatel-Lucent’s solution also enables even workload distribution across multiple sites, eliminating the problem of over- or under-used resources while maximizing MTS’ investment in contact center development.

"Today, the key business drivers for mobile operators are not only convenient advanced services, but also high-quality customer care. The launch of Alcatel-Lucent's innovative solution in the MTS contact center in Ulyanovsk is an important implementation element in our strategy designed to provide MTS customers with premium quality services, including advanced incoming call processing technologies, innovative CRM tools, best practices in personnel education and training, and many other things,” said Alexander Popovsky, director of MTS Russia.

“By using an Alcatel-Lucent solution in its contact centers all over Russia, MTS will continually improve the subscriber service it provides its customers,” said Adolfo Hernandez, president of Alcatel-Lucent’s activities in Europe, Middle-East and Africa. “MTS’ selection of an Alcatel-Lucent product for its multisite integrated contact center in Ulyanovsk is one more confirmation of our successful partnership in this area and the effectiveness of the solution.”