Modernization of the communication system at JSC "Georgian State Electric System" (JSC "State Electricity System of Georgia")

InfoTel has been selected to supply and implement a new generation of telecommunications solutions – the modern fault-tolerant unified communications platform OpenScape Voice and the universal contact center OpenScape Contact Center Enterprise for the company "Georgian State Electrical System" (GSE).

About the Customer

Georgian State Electric System is a state-owned company in Georgia, one of the country's three companies servicing transmission power grids. The company provides transmission (transportation, transit) of electricity throughout the territory of Georgia and, simultaneously, is the only licensee of dispatching. "Georgian State Electric System" includes 6 regional networks: Tbilisi, Imereti, Shida Kartli, Adjara –Guria – Samegrelo, Kvemo Kartli, and Kakheti. The National Dispatch Center of the Georgian Energy System is located in the center of Tbilisi. The Dispatch Center is responsible for the operational management of the Georgian power system, the proper operation of 500/220/110/35 kV power transmission facilities, and the stability of the power system. The National Dispatch Center ensures the operation of the power system, as a single object, in normal and emergency modes.

Web-site: http://www.gse.com.ge/

Objectives

The Georgian State Electro system has set the task to modernize the communication system, which would allow:

• Implement a comprehensive solution for unified communications with high availability and unified system architecture 
• Reduce possible downtime risks;
• Reduce communication costs;
• Provide a single control center for the existing OpenScape 4000 communication system and the new platform;
• Create a modern contact center to ensure a trouble-free operation of the dispatch center, with automatic call distribution (ACD) functions, support for operator statuses – Ready/Not Ready/Wrap Up, the ability to create an interactive answering machine (IVR), support for API protocols, Rest API, XMPP, CTI;

Also, the solution should be scalable, flexible, more straightforward, and more economical to manage.

Solution

Of all the offers, InfoTel's solution was the most practical and optimal in terms of price/quality ratio. It was a software package based on the OpenScape Voice operator-level voice platform and the OpenScape Contact Center Enterprise contact center manufactured by Unify.

The solution consists of:

• Fully fault-tolerant OpenScape Voice configuration based on the Duplex geo-separated solution. The essence of the solution is geographically dispersed duplication across different sites. Server nodes are designed so that if one node fails, another node can handle 100% of the telephone load. This ensures the high availability and reliability of 99.999% of telephony services, i.e., less than 5.1 minutes of downtime per year.
• The OpenScape Voice platform and the OpenScape Contact Center Enterprise contact Center in the virtual environment of the Customer's IT infrastructure.
• The existing OpenScape 4000 system is used as a gateway. It is integrated with the new OpenScape Voice platform via the SIP-Q interface, which provides encoding of the payload on the connections between them.
• The OpenScape Branch 500i gateway makes any calls directed to the traditional PSTN network based on TDM technology.
• The OpenScape Contact Center Enterprise Contact Center, using the skills routing mechanism, provides the search for the right contacts and an overview of customer information details.

 The OpenScape Mobile (OSMO) application for mobile clients provides the following UC features: 

• Presence Status – allows you to set your presence status and see the presence of colleagues and team members;
• Single number service – allows you to always be available by one office number / connect the number to work, not to a person or phone.
• Built-in HD Video – allows you to change video settings, allowing mobile users to benefit from visual collaboration.
• Preferred device – allows you to specify which device incoming and outgoing calls should go to.
• Conference Call - allows you to launch and participate in pre-defined conferences with one touch.
• Chat – allows you to send and receive text messages

Vendors

Conclusions

• A promising communication solution has been implemented, ensuring a smooth transition from TDM technology to fully IP in the future.
• The voice platform and contact center are fault-tolerant and easily scalable.
• The accessibility and flexibility of service have been optimized thanks to the "Single Number" service.
• Intuitive administration tools and the OpenScape Contact Center Enterprise operator's working interface increase the efficiency and productivity of the contact center. Unique collaboration tools and presence status data allow contact center operators to solve client issues during the initial appeal.

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Implementation of a unified communications platform and contact center

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