ČEZ ICT Services selects ReDat to enhance customer service

Date: 15.02.2010 | Author: RETIA, a.s.

Another successful installation of ReDat logger and ReDat advanced solutions has been realized in ČEZ ICT Services call centre in Ostrava.  ReDat3 Recording Unit and ReDat Application Server have been applied for IP telephony and Avaya digital telephony recording, including integration with Genesys CTI.

ČEZ ICT Services, a.s., provides cusomer support in two interrelated areas - electronic communications and information technology. High quality of service, security of stored data and reliable technology have been the main factors for choosing ReDat recording applications for ČEZ ICT Services call centre in Ostrava. ReDat QualityChart monitors the quality of agent´s work, helps to increase efficiency of the call centre and thus reduces operating costs.

Call centre technology:

CC Genesys, AVAYA PBX, IP telephony and TDM

ReDat recording system:

ReDat3 Recording Unit, ReDat Application Server, Genesys integration, import of agents´database with database of Oracle server, NAS server for archiving records, ReDat QualityChart - agent´s evaluation