Citywide Сontact Сenter
The Citywide Contact Center is a complex of more than 75 hotlines for residents, legal entities and authorities. It processes more than 5 million calls every month, including call processed with the help of a virtual assistant. Speech recognition and synthesis technology allows specialists to automate the processing of typical calls, reducing the waiting time on the line.
The center operates on the basis of the service model. That means that the center selects service providers on the basis of results of a competition among specialized companies in accordance with the requirements of the federal law.
The virtual assistant is implemented on several hotlines, including the ‘Moscow Transport’ contact center, where it answers questions about vehicle impoundment and the procedure for their return.
The most popular lines of the Citywide Contact Center are:
- The project was launched in 2011
- The Citywide Contact Center includes more than 70 hotlines
- The center receives more than 5 million calls every month
The call center of the Government of Moscow received the main prize in the ‘Best Center for Public Service in Government Bodies and the Housing and Utilities Sector’ category of the Crystal Headset Awards
The project was awarded the main prize in the ‘Best Public Service Center’ category of the Crystal Headset Awards
The project received the main prize in the ‘Best customer service practice without operators participation’ category at the Crystal Headset Awards
The project received high scores at the Crystal Headset Awards in the ‘Best Application in Automation, Robotics and Artificial Intelligence’ nomination
The contact center was awarded the main prize in the ‘Best Digital Transformation and Modernization Program’ nomination of the Crystal Headset Awards
The project won the George Gens IT Stars Award in the ‘Innovative Projects in the Public Sector’ category
The contact center became the winner of the annual GlobalCIO ‘Project of the Year’ award in the ‘AI and RPA project’ nomination
The project became the winner in the ‘Best Anti-Crisis Technology Application, Partnership’ nomination of the Crystal Headset Awards
The contact center was rated highly by the judges at the Crystal Headset Awards in the ‘Best Customer Experience in Automated and Robot-Assisted Interaction’ nomination
The project received high scores in the ‘Best Practice of Outbound Interaction with Customers’ nomination of the Crystal Headset Awards
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