iKomek's integrated call center solution, iKomek 2.0, has been unveiled with recent updates
Updated Information Platform Launched by Astana's Contact Center iKomek109
Astana's unified contact center, iKomek109, has introduced an updated version of its information platform, iKomek 2.0, according to the city's press service. The new platform aims to enhance the quality of service and speed up responses to residents' inquiries, as outlined by the city administration.
The revamped platform consolidates various departments and services under the single short number 109. These include 23 city administration departments, six district akimats, communal services, elevator maintenance companies, KSC, and housing maintenance organizations. Annually, the center handles over 2.2 million inquiries, with operators managing up to 8,000 calls per day, ranging from communal failures to emergency situations.
Key features of the updated system include:
- User-centric history and evaluation: Each user can now view the history of their inquiries, track their statuses, and evaluate the work of the services, fostering a more transparent and efficient interaction with the platform.
- Simultaneous multi-tasking: Operators and emergency service staff can work simultaneously on three lines without being tethered to specific workstations, benefiting mobile teams and quick-response services.
- Real-time tracking and analytics: A special interface allows for real-time tracking of inquiries, obtaining analytics, and exporting data, enabling timely decision-making and monitoring of request execution quality.
The city administration further revealed plans to develop a digital vector base using artificial intelligence technologies. It combines regulatory documents and templates to assist operators in formulating more accurate and swift answers to citizens' inquiries.
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The updated iKomek 2.0 platform, launched by Astana's contact center iKomek109, includes a user-centric history and evaluation feature that allows users to track their inquiry statuses, fostering transparency and efficiency. Additionally, the city administration envisions developing a digital vector base using artificial intelligence technologies, aiming to improve the accuracy and speed of answers provided to citizens' inquiries.
