The city administration of Krasnodar started Call center of "System-112"

On April 13, 2015 the Avaya company announced the project of Technoserv integrator on implementation "The national platform Helios to the CU - 112" ("Helios of the CU-112") for "System-112" in the Call Center (CC) of "System-112" by request of Administration of Krasnodar.

Project Tasks

During project development there was a need for the contact center capable to provide acceptance and call processing from the population not only through telephone networks, but also through multimedia communication channels. As the platform the product of Avaya company is selected.

City administration of Krasnodar, 2013

Project Progress

For creation of TsOV in Krasnodar the products Avaya are used:

• Avaya Aura Communication Manager;

• Avaya Contact Center Elite;

• Avaya Experience Portal;

• Avaya CMS reporting;

• Avaya Interaction Center;

• Avaya AES;

• Avaya WFO.

The project is implemented according to the Federal target program "Creation of a system of providing a call of the emergency operational services by uniform number "112" in the Russian Federation for 2013 - 2017. For April 10, 2015 the developed system allows to solve problems:

• acceptance of the emergency calls from the population arriving on number "112";

• collateral security of call acceptances from the system ERA-GLONASS, e-mail, SMS, messages from the Internet portal "Systems 112";

• processing of the received calls and their transfer to services of the emergency reaction for mitigation of consequences of incidents;

• the ample opportunities for the analytical reporting implemented partially using statistical mechanisms of the products Avaya.

In a project deliverable the Call center of "System-112" on 30 operators is created and call acceptance from the population on number "112" is organized. Services of Krasnodar on duty are connected to TsOV of System 112.

The command could lower time of response to messages about incidents which arrive from the population on number "112" that was main advantage of the implemented solution.

"Contact center – important and indivisible element of "System-112". At the same time, "System-112" represents the complete solution where the important part is assigned to our technology partners. We are grateful to Technoserv company for participation in tender and highly professional project implementation. We express confidence that our cooperation will continue and will be even more effective with everyone jointly the implemented project", - Alexander Ivakin, the deputy CEO of Avaya in Russia and the CIS.

"In recent years the state became not only the largest, but also very exacting project orderer on implementation of modern information and communication technologies. The information system developed by us "NP Helios CU — 112" today completely satisfies to needs of government institutions and the national economy and already proved during projects on creation of System 112 in Krasnodar and the Novosibirsk region", – Andrey Bogomolov, the vice president for sales to Technoserv company emphasized.