Psychological & Pedagogical Center in Moscow benefits from huge decrease of complaints related to incoming calls jamming thanks to a powerful call-center installation.

Communication Solutions

CLIENT: Psychological & Pedagogical Center

PRODUCTS SUPPLIED: - KX-NSX1000 - KX-NT543, NT511 - KX-NS0154

LOCATION: Moscow, Russia

DATE: February 2018

P sychological & Pedagogical Center is a Moscow Educational Department

entity that provides high quality psychological, pedagogical and social assistance to children experiencing difficulties in the basic educational programs. The Center develops programs for social adaptation, including comprehensive assistance to children with disabilities. It plays an important role in Moscow’s Educational System providing a variety of psychological, pedagogical and social assistance services to children all over the Moscow region. Panasonic systems integrator ASM-Integration Company is part of the Astrom group of companies - the largest distributor of the whole range of equipment supplied under the Panasonic brand to the Russian market. The company specializes in implementing telecom solutions for various types of organizations. It is a certified Panasonic Federal

it became mandatory to implement a multifunctional call-center to process incoming calls at a high level.

PANASONIC VALUE PROPOSITIONPanasonic integrator A SM-Integration recommended and installed a totally revamped telecom architecture built on the KX-NSX1000 with hot backup (KX-NSX1000 - 2 main units). The KX-NSX1000 is an IP-PBX server that supports SIP and IP networking protocols. It can be set up both as a standalone unit and as part of a multisite server network. Each unit offers integrated UC functions with up to 24 ports per unit, direct support for up to 1000 SIP extensions and 256 SIP trunks. These can be spread out over a maximum of 32 sites, with the ability to manage the entire network from a single PC, eliminating the need

Technical Center with the capacity to train and authorize installers and IT specialists from companies servicing their own PBXs. ASM-Integration has 15 branches throughout the country, which allows large network projects to be implemented.

CHALLENGESThe main challenge was to ensure uninterrupted communication with parents and guardians of children under the assistance of Psychological & Pedagogical Center and cope with an expanding volume of calls. The Center legacy telecom system came with only 60 SIP trunks connected to a Panasonic Smart Hybrid PBX NS500. Complaints from the public were on the rise with difficulties reaching the Center as incoming calls would simply not go through. With the Center playing a critical role in the Moscow Department school and pre-school education,

KX-NSX1000

KX-NT543

KX-NS0154

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Thanks to Panasonic telecom solution, Psychological & Pedagogical Center has seen a drastic 14 times decrease of complaints, and an increase of as much as 5 times more calls processed.

for administrators at every site. The KX-NSX1000 at the Center operates as a call centre solution for 70 IP users with KX-NT500 Series endpoints. Mobility of key employees is ensured by the deployment of Full Multi Cell DECT based on IP DECT KX-NS0154. The KX-NS0154 is a 4-channel DECT IP cell station providing signal for cordless phones. The KX-NS0154 is compatible with the KX-NS series of communication platforms. ASM-Integration also built a real-time call center queue position analysis and reporting system based on Poltys Inc. solution for 5 supervisors.

BENEFITS AND OPPORTUNITIES Thanks to Panasonic telecom solu-tion, Psychological & Pedagogi-cal Center has seen a drastic 14 times decrease of complaints, and an increase of as much as 5 times more calls processed. In October 2018 alone, 37,114 calls were eas-ily processed thanks to an efficient queuing management and call cen-ter agents working with state-of-the-art user friendly endpoints. Highly professional constant tech-nical support from ASM-Integra-tion is also especially valued by the Center. A new extended techni-cal support contract is under con-

sideration. On a broader scale, Psy-chological & Pedagogical Center plans to have a united communi-cation network built with territori-al branches architecture based on Panasonic equipments. n