📋 Tender Overview
Rostelecom has implemented advanced technological solutions in the work of the Unified Contact Center of the Government of the Irkutsk Region. You can call 122 to contact authorities, go to the MFC or make an appointment with a doctor.
Telephone 122 was connected to the Virtual PBX, which effectively distributes incoming calls between operators and, if necessary, redirects them to the necessary departments. All incoming calls are received by a voice assistant. This digital tool is capable of independently processing requests without involving contact center employees. The robot can also make an appointment with a doctor and even call the patient back a day before the appointment to clarify whether plans have changed. Every day, the single contact center receives about 200 requests - over the past year, more than 230 thousand have already been processed.
Deputy Director of the MFC of the Irkutsk Region Natalia Khimchenko:
"When a person does not know where to turn with their problem, the operators of the single contact center will definitely make every effort to help. And if you need support not only in deeds but also in words, then you can also get psychological help by dialing 122."
Deputy Minister of Digital Development and Communications of the Irkutsk Region Vladimir Loychits:
"Number 122 has become familiar to residents of the Irkutsk region. At first, it was used to answer questions related to the pandemic, after which new topics were added. Now the new contact center aims to become an additional channel of communication between the population and government agencies."
