Federal Bailiff Service - FSSP (Call Center Infinity)

INLINE Technologies announces project completion on creation of the center of telephone service of citizens' appeals and the organizations (TsTO) for Federal Bailiff Service. The project was implemented for the purpose of quality improvement of interaction of citizens and the organizations with FSSP of Russia according to requirements of the Federal law of 2/9/2009 No. 8-FZ "About ensuring access to information on activity of state bodies and local government authorities".

The reliable and effective tool for automation of activities of departmental divisions for processing of telephone citizens' appeals and the organizations of the Russian Federation was required for Federal Bailiff Service. INLINE Technologies became the winner of an open competition, having offered for the solution of this task to use domestic developments and also software open source.

The center of telephone service FSSP of Russia created by INLINE Technologies represents uniform contact center with the general management and a set of the software operating for all jobs of operators. Functionality of technical service center of FSSP of Russia covers all necessary transactions of telephone service of citizens and the organizations, including acceptance of requests and processing of calls by specialists of the center, the automated service of addresses on technologies of voice menus, collecting, processing and representation in a report type of statistical information on addresses, record and storage of negotiations of operators and other processes.

Technical resources of the center allow to process at the same time not less than 40 addresses directly operators and as much — in the automatic mode that does more convenient access for citizens and the organizations to information which is contained in a single departmental directory system and also increases efficiency of complaint handling on actions of officials of department and the general service quality.

Structural and functional core of technical service center of FSSP of Russia is the Russian software package of contact centers Infinitu, and databases are implemented on the basis of freely extended products Firebird and PostgreSQL. Besides, for simplification of interaction of citizens and the organizations with divisions and services of federal agency all components of technical service center are closely integrated with the existing multiservice telecommunication infrastructure and an internal telephone network of FSSP of Russia and also service of the directory based on OpenLDAP and departmental automated information system.

The modular architecture of the uniform center of telephone service allows FSSP of Russia to increase its resources at the subsequent increase in capacity of the serviced telephone network by simple adding of the necessary equipment and also provides conditions for optimization of investments into further development of this solution based on both foreign, and domestic goods.