The Donetsk regional contact center starts operation of the complete solution of processing of citizens' appeals

The INTERSOFT company developed and implemented the software solution for automation of processing of citizens' appeals and the organizations in new utility company - "The Donetsk regional contact center"

Goal

The solution will allow the staff of the center quickly and to react accurately to all citizens' appeals and the enterprises.

Program

The developed software solution automates the workplace of operators of "DOKTs" and all processes connected with processing and transfer of citizens' appeals to the relevant executive bodies. All calls are received by the call center operator and quickly transferred to relevant organs of executive power which react to addresses.

The software solution is integrated from Donetsk region used in authorities by iTs-Office electronic document management system that provides the most effective functioning of the Donetsk regional contact center with structural representative offices of authorities and local government of Donetsk region.

Solution

During implementation of a task specialists of INTERSOFT company integrated the program development with the product Oktell from Telephone systems company. The communication framework of Oktell which the Donetsk regional contact center uses for functioning of the call center allows to automate the entering and outgoing operator campaigns, to organize the automated call-down, sending messages of the SMS and e-mail according to the customer base, to manage operator resources in real time, to build detailed statistic reports.