Migrate an Existing Cisco CME Telephony and Contact Center System to Cisco BE6000

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The aim of the project was to build a system for processing and recording telephone calls to the service of information and analytical support of the Dnipropetrovsk Regional State Administration.

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Dnipropetrovsk Oblast State Administration

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The following functionality was implemented as part of the project:

• Provide queue access to contact center agents

• Recording of telephone conversations

• Ensuring mobility and identification of agents

• Saving investment: development of a universal communication system based on IP solutions, which in the future will provide ample opportunities for scaling the system, as well as the introduction of new audio and video services

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Results and benefits of project implementation

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Implemented the migration and expansion of the existing contact center functionality built on the basis of Cisco CME by upgrading the solution to Cisco BE6000. The work performed by VERNA provided the opportunity for the Customer to accept customer requests to the “Hotline”, provide access queues to contact center agents, as well as record telephone conversations.

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