Context

The Georgian State Electricity System is one of the three companies serving the power grids in Georgia. The company provides transmission and distribution of electricity throughout the territory of Georgia, and at the same time is the only licensee for dispatching. The Georgian State Electricity System includes six regional networks: regional networks of Tbilisi, Imereti, Shida Kartli, Adjara – Guria – Samegrelo, Kvemo Kartli and Kakheti. The National Dispatch Center of the Georgian Power System is located in the center of Tbilisi. The Dispatching Centre is responsible for the operations management of the Georgian power system, maintaining of 500/220/110/35 kV power transmission facilities, and overall stability of the power system. The National Dispatching Center ensures the operation of the power system as a whole in normal and emergency operating modes.

Task

The Georgian State Electric Power System has set the challenge to modernize the communication system which would allow:

• Implementing a complex solution for unified communications, with high availability and unified architecture for the system.
• Reducing possible downtime risks and increasing reliability.
• Reducing communication costs and maintenance expenses.
• Providing a single control center for the existing Atos Unify OpenScape 4000 communication system and new platform.
• Creating a modern contact center to ensure smooth operation of the control center with automatic call distribution functions (ACD), support for operator availability status (Ready/Not Ready/Wrap Up), ability to create an automated interactive voice response (IVR), and support for API, Rest API, XMPP, CTI protocols for integration. The solution must be also scalable, flexible, easier and more cost effective to manage.