Corporate Contact Center with 400+ agents

KyrgyzstanMBank

400+ agents; AI bots handle 30% of inquiries

Deployment of Cisco UCCX (2 clusters) and migration of the contact center from Asterisk to Cisco + Calabrio WFM + Eleveo QM.

Cisco UCCXCalabrio WFMEleveoContact centerAI

Problem

Kyrgyzstan's largest digital bank migrated its contact center from Asterisk/Line24 to an enterprise platform. Requirements: 400+ agents, AI bots, workforce management, and quality control.

Decision

Cisco UCCX - 2 fault-tolerant clusters. Calabrio WFM - shift management and analytics. Eleveo QM - call recording and quality assurance. Integration with AI bots to automate routine inquiries.

Result

Kyrgyzstan's largest contact center, with over 400 agents. A fault-tolerant cluster. AI bots automatically handle up to 30% of inquiries.