Croc optimized IT infrastructure of Tretyakov Gallery

2018: Optimization of computing infrastructure

On December 20, 2018 the CROC company reported that using technologies Huawei optimized computing infrastructure of Tretyakov Gallery. According to the company, transition to more productive computing platforms is caused by expansion of number of digital services of the museum within the next digital strategy.

The updated computing infrastructure will help to provide requirements of Tretyakov Gallery for development of a digital museum ecosystem. The website of the museum, a museum information system, an online service of purchase of e-tickets thanks to transition to the next IT infrastructure received additional resources for scaling.

We widely apply digital technologies in work of the museum and we use their potential for expansion of dialog with audience. More and more visitors of our exhibitions buy tickets online and are interested in obtaining information in a multimedia format. Therefore availability of digital services comes out on top at any time. For their stable work effective IT infrastructure is necessary. The solution proposed by CROC on the basis of technologies of the checked vendor optimum approached under our tasks and will contribute further to the development of digital services of the museum. Sergey Rogov, chief of Service of digital and information technologies of the State Tretyakov Gallery

At the heart of the next architecture - a blade servers and computing nodes of Huawei. The equipment provides the computing density, performance and possibilities of scalability. These computing solutions are focused on work with large volumes of information and heavy content, such as media archives, digital copies of objects of cultural heritage, graphic materials of exhibitions, content of virtual excursions.

Programs of digital transformation of the museums begin with updating of computing infrastructure which acts as basis for work of any museum systems. The main requirement – the high performance and flexibility since needs of employees and audience of the museums change. Creating a common information space of the museum based on modern computing technologies, we help to build the environment for start of digital platforms. Roman Sarychev, director of work with cultural institutions of CROC

2017: Connection of service of cloud contact center

On August 24, 2017 the Croc company announced start cloud contact center with the configured subsystem of speech interaction (IVR) in the state Tretyakov Gallery.

Project Tasks

To us it is important that it was easy for our visitors to phone to us. Tretyakov gallery has a large number of actions — exhibition, educational, scientific. To us hundreds of calls with the most different questions daily arrive: from the order of excursions before participation in joint Russian and foreign projects. CROC helped us to create as soon as possible contact center which successfully solves our problem — to render qualitative information and consulting services. Tatyana Mrdulyash, deputy CEO for development of the State Tretyakov Gallery

Project Progress

Using IVR the subscriber can independently obtain data on work of a museum complex at a call to contact center. In the presence of additional questions the subscriber is transferred to the operator. Monthly nine operators of cloud contact center process more than 7000 addresses. The subsystem of a call recording of operators helps to estimate quality of consultations.

Thanks to reporting system the mode information on work of each operator is available to the head of contact center in online: quantity of the processed calls, average duration of a conversation with subscribers, waiting time of connection in queue and many other things. It allows to control work of operators and to manage competently their loading. Reporting system is also able to analyze subjects of requests of visitors, revealing the most popular exhibitions and exposures. It helps to configure IVR according to the interests of visitors and to increase their involvement into projects of the museum.

On work with visitors it was important to our service to receive service of full-function contact center in a short time. It is obvious that such technology difficult solution cannot be created from scratch for several days, besides it would demand additional resources. We liked the model of rendering service from a cloud offered CROC. In its framework we receive "turnkey" contact center in a format of managed service with accurate SLA for its rendering. Dmitry Moshkov, chief of service of digital and information technologies of the State Tretyakov Gallery

The cloud contact center is provided to Tretyakov Gallery as the managed service with monthly payment. Specialists of CROC bear responsibility for development, management and technical support of 24/7 contact center.

Project Results

Expensive physical infrastructure of contact centers wears out over time. At the same time load of them increases as the number of clients increases. Not all companies can select the budget for upgrade, especially during crisis. The cloud service can help the customer — it is very simple in management and it is easy to scale it. It is twice convenient to use cloud contact center as the managed service, he allows the customer to get access both to infrastructure, and to staff of specialized IT specialists without additional costs. Svetlana Vrublevskaya, the associate director of department of telecommunications on service of CROC company

According to the results of the project the amount of the requests of visitors processed by contact center increased. The CROC company unrolled cloud contact center for several working days.