Flexible and modular all-in-one solution
for multichannel communications with clients

Saga's solution implemented for EDB is based on a modular platform, where each module brings specific contact center functionalities. Installed modules are dedicated to processing VoIP traffic, receiving fax and voice messages, automated incoming call distribution, automated campaign calls, call recording, as well as integration with agent applications and other back office systems at EDB. 

Customer Profile

Electric power distribution company EDB is a part of Public Enterprise “Electric Power Industry of Serbia”. It provides electricity for consumers in Belgrade, on the area of 2,838 km2, where 16 Belgrade municipalities are situated, with 123 settlements and more than 1.7 million citizens. EDB supplies electricity to more than 770,000 consumers, of which 750,000 are homes.

Hardware Infrastructure Interactive Intelligence Customer Interaction Center and switchover configuration are based on HP ProLiant DL360G6 servers. To enable high availability of this solution, clustered database was configured, where active-passive database nodes were created using HP ProLiant DL360G6 servers with redundant fiber channel cards for connecting with EMC CLARiiON storage solution. High availability is also provided by Cisco 2911 voice gateways, as well as Cisco Catalyst active networking equipment.

The Solution

Because of a partial upgrade, EDB had a multivendor contact center that consisted of several independent hardware solutions. This system configuration made maintenance particularly hard, as well as adding new functionalities, or generating advanced reports.

As a technical solution for new EDB contact center, Saga chose Customer Interaction Center 3.0 (CIC), a platform created by Interactive Intelligence. This is a powerful solution for implementing intelligent inte-ractions management, not only for phone calls and fax messages, but also for e-mails, internet chat, SMS and web callback requests. Using Saga's solution enabled EDB to centralize the management of all client applications and to create new services.

CIC platform modules installed for EDB include IP PBX, IVR, automated call distribution (ACD), multimedia agents, fax servers, web services, database access tools, interactive clients and screen pop functionalities, unified and voice messaging, automated voice recording, reporting and real-time monitoring, as well as unique management console for managing and configuring all modules. Saga implemented all modules as software components for CIC system.

Redundant switchover system, also provided software-hardware redundancy for each contact center module. In case primary server fails, switchover server continues working and sends notification about the status of the system. CIC platform enables organizing all incoming calls into queues and distributing different types of incoming interactions. Standard automated call distribution means sending new calls to next free operator, but CIC platform also enables skill-based routing. 

Benefits

Saga's contact center solution is a unified system that enables software upgrades using simple functionalities activation. System management is significantly easier, and instead of several administrators, this job can be done by only one person. The system also allows setting up call priorities depending on the caller type and their requests.

The Result

Implementation of Saga's solution enabled EDB to lower cost and number of operators in contact cen-ter. Contact center workflow is automated, as for almost 80 percent of calls answer can be delivered through the IVR. Simple integration of different ser-vices enables operators to get complete information about the inquiry or the client that called. And the system enables distributed workflow: operators do not have to be in the same location.

„For Saga, the greatest challenge was to completely modernize, consolidate, and streamline existing EDB contact center in a rather short time. Our solution provided EDB with one of the most modern contact centers in the Balkan countries, with higher calls capacity, and possibility of easy integration with existing ICT infrastructure by simply adding new modules and functionalities when needed. Saga once against proved that it posses necessary expertise and technologies for creating the most complex contact center solutions.”

Miloš Savić,
Solutions manager, Saga