Novosibirsk MFC started "smart" contact center

November 23, 2015. The East company AT Consulting reported^[1] about implementation of the innovation Smart-call system in MFC of the Novosibirsk region. Thanks to a system receiving state services by means of "one window" for residents of the area will become even simpler.

The Smart-call system turns normal call center into a communication node which integrates all key telecom technologies: digital telephony, VoIP, SMS, e mail, online consultation, etc. At the same time the solution is integrated with an information system of MFC and an electronic queue that significantly expands possibilities of call center operators.

In particular, Smart-call allows the operator to see during a call of the applicant the data obtained at his previous addresses – number mobile, e-mail, etc. The operator can send to these contact coordinates a one click of the button information which is difficult for perceiving aurally. It can be the description of an order of rendering this or that service, the list of required documents. Thereby the effect of chinese whispers is eliminated, the number of errors is reduced by preparation by citizens of necessary documentation, service rate grows. A system also "prompts" to the operator other useful data on calling – for example, the history of appeals to MFC.

Among other "smart" functions of a system it is worth calling, for example, call-back – the order of a call back in case of queue on the line. Now there is no need to spend time for connection waiting – the operator will call back as soon as he is released. At the end of the conversation each applicant can estimate service quality by means of the voice menu. Thanks to the built-in system of statistics these estimates are automatically processed and issued in the form of analytical reports to the management of MFC.

Notes