Rubytech: City Analytics Platform

Main articles:

• Defining Business Intelligence
• Call Center - Purpose, Types and Tasks

City is an analytical platform for processing and routing messages.

2021

AI Platform Integration Plan CraftTalk

Rubytech IT company announced cooperation with CraftTalk on August 11, 2021. Partners intend to integrate their solutions for the subsequent implementation of advanced products into the IT circuit of commercial and government structures.

Both IT companies play a prominent role in the market of modern and high-tech products for contact centers: Rubytech - as a manufacturer and integrator of full-featured domestic solutions for scaling the IT infrastructure of contact centers, CraftTalk - as the creator of a text AI platform. The first step of cooperation was the signing of a license agreement, which gives Rubytech the right to implement the CraftTalk platform among customers, as well as to integrate the software into the latest version of the CITY analytical platform for automated message processing and routing. This will allow you to quickly close the current needs of customers in the field of automation of contact centers.

Before the introduction of the CITY analytical platform in the Russian market, there were no full-featured solutions that simultaneously guaranteed full compliance with information security and fault tolerance requirements, closed the needs of the customer in the field of import substitution, and also provided flexible capabilities for scaling the IT infrastructure of contact centers. Now, thanks to the partnership of Rubytech and CraftTalk, the functionality of CITY will be supplemented by the ability to quickly process customer requests in convenient channels using chat bots and operators. The introduction of CraftTalk modules into the CITY platform will allow you to flexibly distribute user communications between operators and robots, as well as integrate the chat platform with the company's internal systems.

In turn, CraftTalk will be able to offer its software to Rubytech customers. The CraftTalk solution is an easy to deploy and operate omnichannel platform for automating the processing of communications with customers. The complex solution is a text contact center based on artificial intelligence technologies. The platform includes modules such as omnichannel chat, operator workstation, intelligent chat bot, knowledge base, analytics system.

Since the launch of the CITY analytical platform, our experts have been continuously updating and developing it, regularly releasing versions of the product to automate all contact center processes. This paradigm is followed by our partnership with the company CraftTalk, which develops domestic development in the field of artificial intelligence and text communications. I am sure that signing a license agreement with CraftTalk will further improve the functionality of CITY and other solutions for our customers, providing them with even greater flexibility in terms of choosing components during the implementation and subsequent refinement stage, "comments Pavel Teplov, Director of Customer Experience at Rubytech.

Rubytech is one of the representatives of the IT market with a strong expert team. For us, as a company specializing in product development, cooperation provides access to new customers and markets with the support of an experienced partner. It is sure that collaboration will strengthen the market potential of CrafTalk and Rubytech and will introduce additional quality in projects of our general customers, - the CEO and the co-founder of the CraftTalk company Denis Petukhov noted.

Release of the second version of the City analytical platform

On June 8, 2021 , Rubytech announced the release of the second version of the CITY analytical message processing and routing platform, a full-featured solution in the field of integrated automation of contact centers for major commercial companies and public sector enterprises with geographically distributed sites. During the modernization, the platform received a number of important modules and functions: including the functionality of automated workstations (AWS) of operators, supervisors and knowledge base methodologists used in contact centers.

Analytical platform for processing and routing of City messages

According to the company, the updated version of the CITY Analytical Platform multiply the system's functionality in the field of process automation for contact centers and provides the user with the flexibility to select components at the stage of its implementation, subsequent expansion and development. The functional components of the updated platform meet the same requirements for managing access to information and ensure data protection not only for contact center customers, but also for employees involved in the process of servicing calls in all communication channels. Be it: phone calls, chat rooms in instant messengers and on social networks, email and SMS messages, requests through a website or mobile application, electronic copies of application documents.

Requirements to the functional modules of the CITY platform define common approaches to storing information in the contact center database. This ensures the proper level of data security. The contact database is located in the secure contour of the platform, which fully meets the requirements of No. 152-FZ "On Personal Data." This approach ensures the possibility of modular modernization (integration) and the development of the functionality of each component independently of the others.

As of June 2021, state-owned companies and enterprises of critical information infrastructure (CII) have a strategic task to transition from a foreign component base and software to a completely Russian technology stack. To meet this request, all CITY components are fully compatible with the SKALA-R Management virtual management system and use a single infrastructure software of domestic manufacturers. The Russian SUBDPostgres Pro can be used as the platform database .

The updated version of the software product is implemented in close cooperation with a consortium of software developers specializing in creating ready-made solutions for Omni-channel contact centers, and meets the current requirements of various companies, enterprises and departments of Russia. A feature of the CITY modular architecture is the possibility of comprehensive verification of the platform for compatibility with common software of Russian manufacturers. The analytical platform is based on domestic software products with proven efficiency and operational practices within the framework of existing large-scale industrial solutions.

The second version of the CITY Analytical Platform allows you to deploy all components of the contact center in a fault-tolerant or disaster-tolerant version with the ability to connect to a single availability monitoring center.

The platform interface is based on web technologies that are independent of the specific access device. Employees can work remotely from anywhere, and the data does not go beyond the corporate loop.

A feature of the updated version of the CITY Analytical Platform was the use of a single module of "consolidated reporting" with built-in Business Intelligence (BI) functions. This allows you to evaluate the traditional contact center KPIs and analyze the CJM of customers who contact the contact center on different requests and use different communication channels for this.