Date: 5 months ago   Category: Hi-Tech

DIT: Moscow - the leader among world megalopolises in development of "clever" city contact center


The Moscow Department of Information Technology has analysed 20 "clever" cities with the most developed contact centers. By results of the research "The Analysis of Use of the Advanced Digital Technologies in Work of Contact Center of the City of Moscow and Other Megalopolises of the World" the Russian capital to a dress New York and Hong Kong has won first place. Such cities as Los Angeles, Atlanta, Toronto, London, Paris, Madrid, Barcelona, Berlin, Cape Town have also got to a research, etc.

of Analytics of DIT have considered questions on which it is possible to address to city contact centers, city communication channels with inhabitants, quantitative indices of efficiency and completeness of functionality of contact centers.

was Also studied use of technologies of the clever city. In City contact center of such technologies six: an omnikanalnost (mutual integration of separate communication channels into uniform system), the robot operator, identification of the personality on a voice, artificial intelligence, the analysis of big data, recognition of emotions on a voice. The city contact center of Moscow, along with New York, is the leader in the level of introduction of digital technologies.

Together with Seol Moskva became the only city where in city contact center it is possible to handle any life situation concerning key spheres of city life. Also Russian capital has shown good results on satisfaction of clients (90%), a solution from the first (96%), to the average time of service of a call (3 min.) and expectations of the answer (45 sec.).

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