21 july 2017
MAYKOR to support IT infrastructure for 2017 FIFA Confederations Cup
MAYKOR, a leading Russian provider of IT and business process outsourcing services, won one of the technical service contracts of the National Center of Informatization (NCI) to maintain the IT infrastructure for the 2017 FIFA Confederations Cup. The event took place June 17–July 2 at four stadiums: Spartak (Moscow), Zenit (St. Petersburg), Fisht (Sochi), and Kazan Arena.

Under the contract, MAYKOR provided level 1 technical support as well as receive, process, and register incoming calls at a call center. The company's specialists were working at all stadiums hosting the competition as well as at the International Coordination and Broadcast Center in St. Petersburg.

Messages on users' issues were accepted by phone (voice communication), by email, and via the official website of the competition in Russian and English; then they were registered in the Service Desk information system. If the issue was beyond the competence of the call center operator, the processed call was transferred via the routing system to level 2 technical support.

The SLA involved a number of strict terms and conditions. For instance, the average call time of the operator should have not exceeded 3 minutes, while the average request processing time - 2 minutes. Missed calls should not have exceeded 3% of the total number, and the response time should not have exceeded 20 seconds in 95% of cases. The call center organized by MAYKOR operated from 8 a.m. to 8 p.m. (local time) with no breaks and days off for the entire period of the Confederations Cup.

"The 2017 FIFA Confederations Cup is the most important stage of preparation for the World Cup, which our country will host next year, as well as a good opportunity to demonstrate Russia's technological potential. Uninterrupted operation of the entire IT infrastructure during the event is one of the most extensive and priority tasks within the project," said Michael Aronson, Senior Vice-President of Sales and Business Development at MAYKOR.
Follow MAYKOR on Linkedin