Avantelecom organized a single contact center for the Employment Centers of Khabarovsk

2024: Integration of centers into a single communication network

Avantelecom"" combined Employment centers of the Khabarovsk Territory into a single communication network based on. Sphere Digital Communication Management Platform This was announced Avantelecom by "" on August 2, 2024.

Within the framework of the implemented project, a single contact center was organized to ensure compliance with the current requirements necessary to centralize the work of all branches. The implemented solution made it possible to ensure the full range of client-centric issues in a state institution within the framework of telephony, as well as comply with the existing legislative standards in the field of labor and social protection of the Russian Federation. To do this, a number of additional functions were implemented, such as an interactive voice menu, an auto informant, a module for monitoring missed calls and recording conversations, notification of a queue position and a voice analytics system.

This is the fourth project we have implemented for regional employment centers. Client-centric work with citizens' appeals is one of the main focuses of this service, and contact centers are at the forefront of interaction with the population. Therefore, our task is not only to build a fault-tolerant telephony network, but also to give tools that will help organize the work of operators and the process of receiving calls as efficiently as possible, "said Vladislav Viryasov, director of Avantelecom.

A single hotline telephone was also introduced on issues in the field of labor and employment, which was previously discussed in the Government of the Khabarovsk Territory. The creation of a single multichannel number in the Employment Center made it possible to process every received call from citizens of the Khabarovsk Territory. And if it is impossible to make a call to any of the territorial centers, the call is forwarded back to the head contact center.

I would like to note that the team of Avantelecom technical specialists responsible for the implementation showed efficiency and professionalism at each stage of the project. They showed a deep understanding of both our infrastructure and the needs of the organization. We promptly responded to all emerging issues and difficulties, which allowed us to complete the organization of the contact center within the timeframe outlined by the Regional Government, "said Elena Danilenko, Director of the KGKU ZN Khabarovsk Territory.