21.10.2007 – Contact Center for eSky

Business Challenge: the company providing flight ticket sale through the  internet faced necessity of customer service system implementation, which would fulfill the growing needs while its’ dynamic growth. The replacement of non-effective Call Center with multi-channel Contact Center System operating the incoming calls and e-mails has become a great challenge. The high priority in designing process of the solution was the fact that the client predicts an integration of the system with an internal access application responsible for connection searching according to specified criteria and ticket reservation.  Moreover, possibilities of extending the system with additional agents and interaction channels have also been required.

Implemented Solution: In response to the customer’s needs Unima 2000 has implemented Contact Center AgenTel 6.0 software dealing with two interaction channels: incoming calls and e-mails. The highest priority for choice of the solution appeared to be guaranteed cooperation of the system with already existing telephone exchange Siemens HiPath 3800. The implemented system includes IVR with RAD application responsible for building the scripts of connections operation, multi-channel Contact Center System with universal contact queue. This solution is managed according to diverse routing strategy: skill base routing, agent base routing, time base routing, etc. Additionally the system has its own reporting system, which enables presenting information about Contact Center state as a website.

29.09.2007 - Hoopla.pl - CRM and Call Center integration

Business Challenge: The client’s requirement was to create a complete customer service system enabling contact with Hoopla company through the various communication channels. The solution’s main task has been integration of the customer service systems (CRM, Call Center) and an access through the website. The main functionality expected to achieve was delivering complete information to the consultant, who would answer the client’s phone call. The technological fundament was supposed to be the ICT system for the whole company working in traditional technology as well as IP.   

Implemented Solution: The solution was based on Customer Relationship Management system Microsoft CRM, which has been integrated with the Call Center system and ICT system – Avaya IP Office. Both systems are integrated with the module that allows the agent to receive complete information about made orders, their status and the history of contact with clients. Reports from the Call Center enable the supervision over the consultants’ work and deliver information of time disposal and quantity of incoming clients’ questions. VoiceMailPro (IVR), the automatic voice service system, has been implemented along with Avaya IP Office. Integration of MS CRM and an online shop at the website would additionally be implemented and as a result it will quickly upgrade the database of the behavior and interactions of clients purchasing through the website.   

23.07.2007 - Rawpol: Voice over WiFi

Business Challenge: In addition to the company’s development and opening of the new office, the customer required an extension of existing ICT system Avaya IP Office and its functionality. The essential issue has been an implementation of Call Center and wireless VoIP WiFi system.

Moreover, the current needs of the company have generated necessity of ICT system integration with an existing CRM solution.

Implemented Solution: the existing solution Avaya IP Office has been improved with integrated Call Center module, which together with the VoiceMailPro (IVR) builds complete customer service system.

Additionally in Avaya IP Office link CTI (Computer Telephony Integration) has been implemented, which allows cooperation between existing CRM with ITC solution.

Wireless Avaya VoIP WiFi system has been implemented in the magazines situated next to the office building. It has enabled the usage of Access Point’s WiFi, that are building the wireless LAN network used also for communicating with the voice over IP protocol.

Therefore, free and mobile usage of the full functionality of IP Telephony has become possible without the wire-data transmission.

13.03.2007 – Telecomputing system for an Internet gallery

Business challenge:

Creation of a system constituting the basis of a telecomputing platform serving a modern contact center for the needs of a multi-business Internet gallery www.a.pl. The customer is planning to integrate the system with CRM and create a platform serving many communication channels (chat, VoIP, etc.). The system should enable serving up to 150 subscribers using analogue  and system devices, as well as IP, enable integration with CRM and ERP systems and provide a telecommunications platform for the customer service centre under construction.

  13.01.2007 - New version of a telecomputing system for an all-Poland TV station

Business challenge: Customer – an all-Poland TV station turned to Unima 2000, its long-term partner in the sphere of IT solutions, with a modernization plan for their telecommunications system, and also a plan of providing a high level of safety and reliability of the system, adapting it to serving end devices that work with a new standard of IP telephony using the SIP protocol and serve external tracts and are provided by Internet operators in the SIP technology. As part of the project a precise measurement of external lines load had to be made. The implementation also was to provide an opportunity to monitor the work of the telecommunication system by the existing central system of monitoring and managing the LAN network and devices working in it with the use of the SNMP protocol.

24.07.2006 – Telecommunication system for a provider of banking services

Business challenge: The customer asked for the creation of a telecommunication system providing communication in two separate offices located in one town, but at a distance of many kilometres. The customer expected high flexibility that would enable following the dynamic development of the company, and what is connected with it, adding next internal and external lines to the system. Moreover, the system had to provide a possibility of adding Call Center functions to it, with a possibility of connecting agents in both locations. At the same time both locations had to be independent enough, so as to function on their own in case of problems with lines between the locations.

12.05.2006 – Integration of 90 Vision Express stores with the use of the VoIP technology

Business challenge: The customer asked for the creation of a uniform telecomputing system providing communication between 90 stores in order to simplify the method of voice communication, limit the costs and access to all resources of the central localization system by the branches of the company.

20.04.2006 - IBM Upgrade of the S8300 Avaya Communication Menager system from v2.2 to v3.1

Business challenge: Providing a high safety of the telecommunication system in a distributed network infrastructure, resulting from the company’s safety policy.

31.03.2006 – Telecommunication system for the production plant of the international concern of Esselte

Business challenge: Installation of a telecommunication system for 160 users. The basic requirement of the customer was a possibility of trunking the telecomputing system at the plant in Poland with the existing system at the company’s head office abroad. The company’s head office was equipped with a system fully based on IP.

02.02.2006 – Implementation of an inbound Call Center system

Business challenge: Installation of a Call Center system for serving international inbound connections guaranteeing a high quality service. The customer is planning on gradual relocation of the current customer service centers to a newly-built location which will take over all inbound connections from Europe and the United States.

Essential elements of the architecture of such system are:

·       IVR system (system of interactive voice announcements) enabling to realize flexibly a large number of set scenarios for serving inbound connections

·       a system reporting the actions of agents and events taking place in the call center system

·       a voicemail module