Case Study: Caesar Satellite achieves a 24/7 resilient, high-performance contact center with Avaya

Caesar Satellite Secures Avaya Solutions for Contact Center Upgrade

Caesar Satellite, a leading Russian provider of security systems for real estate and automobiles, needed to upgrade its 24/7 contact center to handle rapidly growing call and alarm volumes across Russia while ensuring fault tolerance, disaster recovery, seamless integration with existing systems, and better working conditions for staff.

Avaya Aura solutions (Communication Manager, Call Center Elite, Experience Portal, Elite Multichannel and Call Management System) were virtualized, backed up across multiple data centers, and integrated with Caesar’s databases and IVR; the integrator also added custom tools like pop-up info cards and conversation templates. The new contact center supports 200 operators, serves over 135,000 clients, processes more than 14,000 calls and alarms daily, and delivers immediate, resilient response during peak loads and emergencies.

Caesar Satellite

Oganez Torosyan

Head of IT-Service