Case study category: Power and Distribution

We helped unify the contact centres of ZSEE and VSE

We helped unify the contact centres of ZSEE and VSE

Properly configured and functioning background technology is an invisible yet crucial prerequisite for delivering value-added services to our customers. That’s why the provider of such technology becomes a key partner in achieving the business goals of organisations such as contact centres. In addition to the correct distribution of contacts, what’s important for management is to have online data and a partner who is flexible and willing to share their experience across organisations. 

Radoslava Krajčová, Manager of the VSE Call Centre 

Background

The goal of the project implemented for the Slovak distribution system operators ZSE Energia (ZSEE) and Východoslovenská energetika (VSE) was to consolidate their contact centre environments. Before the project, ZSEE used the services of an external contact centre provider, while VSE used the technologically advanced Cisco Packaged Contact Centre platform. Following a presentation of the platform’s capabilities and features, both companies agreed to expand the existing Cisco contact centre to include ZSEE.

Project implementation process

The project included an assessment of the current state, designing a solution based on discussions with the client, backend logic customisation, creation of API calls, and infrastructure preparation. In addition to that, the scope of the project included routing of inbound and outbound calls with callback options, call and screen recording, a new Finesse agent desktop for operators, and the deployment of the voicebot Emma, delivered by a subcontractor.

The migration of the contact centres resulted in the full integration and unified use of Cisco’s technology. VSE expanded its services at its Košice contact centre and is now also providing customer support for ZSEE lines. The project was implemented in two phases: first, a live launch of the contact centre with support from the external provider, followed by a full transition to customer support provided by agents from ZSEE and VSE.

Results and benefits

a single central system for managing customer support

improved work efficiency for approximately 120 agents across two locations

real-time reporting of operational data

daily data evaluation

Customer Profile

ZSE Energia, a.s. is a subsidiary of Západoslovenská energetika, a.s. (ZSE) the core business of which is the sale of electricity and gas and provision of related services. While it primarily operates in western Slovakia, it also serves customers beyond this region. Its goal is long-term customer satisfaction through reliable energy supply and high-quality customer service.

Východoslovenská energetika, a.s. is part of the Západoslovenská energetika (ZSE) group. It provides comprehensive electricity and gas supply services in eastern Slovakia. VSE is committed to delivering reliable, high-quality, and customer-focused services. Through its activities, the company supports energy security and customer satisfaction.

Technologies used

Cisco Packaged Contact Centre, Voicebot by Born Digital, ReDat by Retia

With a SIEM system, critical infrastructure company has its cyber risks under control

With a SIEM system, critical infrastructure company has its cyber risks under control

The customer used to record logs in a technology infrastructure environment; however, the data was collected in multiple databases, and there was no analytical tool that would allow these basic reports to be put into context and thus allow for the identification of relevant security incidents. The company’s management therefore decided to deploy a technologically advanced and comprehensive Security Information and Event Management (SIEM) solution.
Case study was published 12.06.2023

background

  • The client is responding to the growing threat of cyberattacks, which in extreme casesmay result in a complete shutdown in power supply.
  • The company did not have a tool to collect logs important for evaluating security risksand operation issues.
  • They lacked the ability to correlate different events, analytics, and incidentinvestigation and audit trails.
  • Compliance with new legislative requirements imposed by the Cybersecurity Act washard to achieve.

solution

  • The QRadar system for recording, evaluating, and managing security incidents (SIEM).
  • An analysis and the integration of QRadar with the IT and OT infrastructure for comprehensive log collection.
  • The development and setup of dozens of different customer-specific security and operational scenarios for the SIEM system to respond to.
  • The implementation of the Watson artificial intelligence add-on to support the aggregated data correlations and analysis.

benefits

Increased protection against cyber risks and the elimination of operational issues that could result in service outages.

An easier job for administrators and security specialists.

Automated risk alerts derived from the infrastructure data and event analysis.

The secure storage of logs with the ability for retrospective evaluation, auditing, and reporting.

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Veolia Energie has implemented an uninterrupted communication system

Veolia Energie has implemented an uninterrupted communication system with minimal costs.

The Veolia Energie Group is one of the most important producers and suppliers of heat, chill, electricity, and other energy commodities in the Czech Republic. It provides energy services to cities, municipalities, and their inhabitants, medical and school facilities, industrial enterprises, and public institutions. This is why they must make sure that their system can operate in all circumstances. To achieve this goal, they needed an uninterrupted communication system.
Case study was published 28.12.2021

REQUIREMENTS

  • Modernize a telecommunication network while protecting prior investments as much as possible
  • Centralize multiple separate exchanges to a single site and ensure unified administration
  • Uninterrupted operation 24/7 and with high system availability
  • Redundant site connectivity
  • The ability to record calls in compliance with effective legislation

SOLUTION

  • Interconnect hybrid communication networks to ensure unified analogue, digital, and IP communication with unified central management and mobile phone integration
  • A geographically redundant multi-tier infrastructure operation
  • Modern SIP communication supplemented by backup ISDN lines
  • The ability to record mobile phones

Results & benefits

Six exchanges in fourteen sites transferred to a single central location

Central management and confirmation from a single place

A backed-up and redundant communication system with uninterrupted operation capability

Significant cost savings due to the backward compatibility of Avaya technologies

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The managers of Bratislavská teplárenská gain a real overview of their sensitive corporate data

The managers of Bratislavská teplárenská gain a real overview of their sensitive corporate data

According to the Cyber Security Act passed in 2018, specific companies providing “essential” or “digital” services must ensure the enhanced security of their data. This includes Bratislavská teplárenská. There is a lot of data that BAT needs to protect, including the personal data of its own employees, customer information and consumption data, financial data etc. They chose the Safetica DLP package to prevent data leaks. Soitron is certified Gold Partner of Safetica Technologies. Our role was to ensure the smooth deployment of the technology.
Case study was published 23.03.2020

REQUIREMENTS

  • Deploy a Data Loss Prevention (DLP) solution from Safetica in the company
  • Ensure compliance of the company’s processes and technologies with the new legislative requirements (GDPR and the Cyber Security Act)
  • Use this opportunity to update existing sensitive data processing procedures to
    make them compliant with the legislation as well as with company management’s expectations

SOLUTION

  • Use the Safetica Auditor to map the ways and forms in which the data is processed, i.e., where the data comes from, how it is created and processed, and where it is transferred
  • Classify data by content, origin, and other metadata
  • Create policies for different groups of sensitive data
  • Provide training to the client’s IT team

Outcomes

Gaining an overview and control over corporate data.

New analyses and statistics of the company’s data flow

Preventing unauthorized processing of sensitive data

A notification system that reminds users to heighten their caution regarding the data they are currently working with

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