The scientific research institute of a ftiziopulmonologiya of St. Petersburg uses CRM and technologies of the multilevel analysis of a voice for the help to tabakozavisimy

The St. Petersburg State Research Institute of a ftiziopulmonologiya applies IT solutions of NAUMEN company to work of the advisory telephone center (ATC) of the help in failure from tobacco consumption. The contractor in the project CRM-Design company.

Background

The All-Russian advisory telephone center of the help in failure from consumption of tobacco is created according to the order of the Ministry of Health and Social Development of the Russian Federation "About the Approval of the Actions Plan of the Ministry of Health and Social Development of the Russian Federation on Implementation of the Concept of Implementation of State Policy of Counteraction of Consumption of Tobacco for 2010-2015". Official opening of KTTs took place in November, 2011.

Implementation of tasks of the center imposes increased requirements to technical equipment of organization.

Solution

Specialists of NAUMEN together with the general contractor of the CRM-Design project develop the information system of support of process of performing cognitive and behavioural therapy allowing to keep account of citizens and stages of therapy, questioning addressing for consultation with a possibility of identification calling, and at the same time, with preserving of complete anonymity.

The tools which are available as a part of the software tool as much as possible simplify work of staff of KTTs. All necessary information is displayed on the screen of the operator place. Consolidation of information on each addressed smoker and a possibility of identification of citizens at a call allow specialists of the center to give a first and professional line support in uniform base to tabakozavisimy, to achieve positive results.

Result

The information system developed for KTTs has the considerable potential for development: using flexible instruments of setup it is possible to create new types of questionnaires, to enter new stages of therapy, to fill base with directory materials, and many other things. Collecting and data storage in an information system allows medical staff of the center to carry out the subsequent statistical analysis, to use data in scientific developments and development of the aid program to citizens.

The call center of Naumen Phone is made for quality control of work of operators and degree of satisfaction of citizens with the IP tool record of a voice during telephone conversation. Besides, on the basis of the Emoforce system, integrated with the solution NAUMEN, the technology of the multilevel analysis of a voice allowing to analyze and estimate dynamics of an emotional status of the person by different parameters is implemented: stress, rage, pleasure, rationality, concentration, confusion, confidence, etc.