Social
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Creation of the "Contact Center for Interaction with Citizens" information system for the social fund
Description
- Automatic processing of voice and text messages by first-line service chatbots with speech recognition and synthesis, as well as chat widgets on the customer's site
- Development and updating of an expert system for automated storage of knowledge and competence base
- Operator's workstation to provide extended functionality of the contact center
- Using AI to implement self-service scenarios in the contact center
- Intelligent outbound call management system for informing customers, working with the pool of pending and missed calls
- Saving the entire history of interaction with the customer and transfer of information about the customer between different services of the company
Results
- Creation of a "one-stop shop" for providing information to citizens on issues of the entire social block of Russia
- Operator and managerial staff automation - automatic processing of 25% of all incoming complex customer inquiries
- Effective planning of the number of employees in the contact center using a proprietary HR management module
- Improving the service quality of requests in real time using all currently available communication channels
- Processing incoming requests using artificial intelligence algorithms and speech technologies
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Federal departmental telephone network modernization of State Statistics Service
Description
- Creation of unified departmental telephone communication for all employees
- Replacement of Cisco core with modern IP-telephony system
- Reduction of communication costs
- Investment saving in the fleet of telephone sets
- Service efficiency improvement
- Communication security improvement
- Creation of a single number, IVR and call center
- Single center of management and cost control
- Obtaining technical support and new features for the service's business processes
Results
- Provision of modern internal telephone communication with access to city lines
- Communication via data channels - no costs for internal and long-distance communication
- Over 70 subscriber features including conferencing, voice menu, multi-terminal, video, etc.
- Unified system management with delegation of management authority to regional nodes
- Reduced contact time with a staff member
- Double redundancy of the system, including from the "drop" of the channel to the central node
- Networking of regional PBXs via IP protocol or gateways
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Federal departmental telephone network modernization
Description
- Creation of a unified departmental telephone network
- Expansion of functional capabilities of the departmental telephone network
- Provision of a centralized and distributed administration scheme
- Gradual expansion of subscriber capacity
- Reduction of voice communication costs
Results
- Provision of tax authorities with modern reliable telephone communication with a variety of modern functions
- Simplification of departmental telephone network maintenance
- Reduction of costs for maintenance of the departmental telephone network
- Retention of existing IP-phones with the possibility to connect modern phone models to the system
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Implementation of unified communications system of Ministry of Construction
Description
- Modernization of the enterprise telephone network
- Providing employees with quality telephone communication
- Investment saving in the fleet of telephone sets
- Integration of the system with VCS-services of the project partner
Results
- Replacement of outdated communication equipment with new and universal one
- Creation of a unified communication environment
- Increased efficiency of employee interaction
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Communication platform implementation for distance learning process automation of The Ammosov North-Eastern Federal University
Description
- Implementation of new unified communications functionality and a wide range of audio/video applications
- Universal solution for distance learning process implementation
- VCS module implementation for broadcasting to audiences of more than 1000 people
- Disruption-free and secure communication between the participants of the educational process is ensured
- The whole range of communications is organized in a remote format
- Compliance with security requirements in order to mitigate the risks of network threats
Results
- Disruption-free and secure communication between all participants of the educational process is ensured
- Automation of the distance learning process
- Integration of the videoconferencing module into the digital platforms used by the educational institution
- Telephone, HD quality videoconferencing, webcasting of the educational process with a large number of participants in any geographical location is provided
- Effective interaction between all participants of the educational process
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Phone network modernization of children’s center
Description
- Modernization of telephone network
- Integration of RTU-Connect videoconferencing module
- Cryptographic protection of all data
Results
- Building a universal system of high quality communication
- Implementation of an online event platform that supports recording of broadcasts, file sharing, presentations, chat, polling, and use of the screen as an interactive whiteboard
- Collaborative work capabilities
- Access to the platform through client applications or browsers