The IT nucleus of Avista Media is the uCI 7.5 management system by Altitude. The knowledge needed to carry out customer service processes is stored in Oracle databases. For contact centre, telecommunications connectivity is a basic element. Communication nodes are the Alcatel server OmniPCX Enterprise - Lucent, located in Wroclaw, and Altitude Software’s IP VBox working in Legnica. They are directly linked to the Wroclaw headquarters of Telefonia Dialog and the public networks of other operators. A client connecting with a number of our contact centre is supported by the panel with integrated automatic call distribution (ACD, Automatic Call Distribution). The task of this system is to queue and forward calls to the operators’ positions. ACD module is responsible for determining the application’s level of importance and it can forward calls to a defined group of operators. CTI (Computer Telephony Integration) server communicates with the telephone exchange and system servers to support customer relationship (uCI, Customer Relationship Management) and provides data referring to the client to the terminal supported by an operator. The CTI server collaborates with the module of interactive voice announcement IVR (Interactive Voice Response). Usually, this is where the first contact with the caller is established. IVR reads the welcome message and asks a set of standard questions, asking the callers to provide answers by pressing a specific button of the phone. Each conversation is recorded by call logging systems Nice Software or uRecorderAltitiute Software. All systems must work in perfect synchronisation and tips and information appearing on the computer screen constitute a great support for each consultant. Speed and efficiency of service lies in the rapid transmission of information between systems.