Information and Reference Systems in Corporate Communication Networks

There is a rapid development of means of fixed and mobile user access to reference and information services. Multimedia communication services are in demand. Accordingly, the functionality of call service centers is expanding. We will discuss improvements in call recognition and distribution. Solutions for the organization of robotic systems are proposed. Software developers take into account the wishes of customers of commercial structures and the special requirements of law enforcement and public safety authorities. Using the example of Asterisk or Naumen Contact Center, we will determine the prospects for the development of call service centers of commercial structures. Outsourcing options considered. Let us discuss the peculiarities of servicing emergency calls in the centralized “System 112”. Operators of “System 112” service transit traffic by issuing electronic notification of incidents. Several emergency services (for example, police, firefighters, ambulance) will receive information about serious emergencies from the operators of the “Service 112”. Let us discuss the tendency of organizing a single call-center in distributed corporate communication networks using a specific example, when calls can come from users of different regions of Russia - Central Russia, Siberia, Far East region. The organization of such a center involves the use of the distance factor. Supervisors organize day and night shifts for operators. An example of calculating the resources of such a center is considered. The creation of large call service centers in the South- West Siberia region is possible with the involvement of satellite communications resources.