In Russia Contact Centers and E Government Services Enter a New Era
Russia’s most heavily loaded contact centers have switched to a domestic communications platform designed to remain stable under peak demand and improve automated support.
The contact center operated by RTLabs, which supports some of the country’s most heavily used digital services – from the national Gosuslugi portal to interagency interaction systems – has completed a rapid transition to the Russian-built communications platform Era. The move has ensured stable contact center operations during peak loads and raised the level of automation in technical support.
High-Volume Request Handling
A specialized software product was developed for the company, focused on scalable processing of incoming requests and compliance with government contract requirements. When selecting the platform, the decisive factor was Era’s ability to handle up to 15,000 simultaneous connections and support the work of 2,000 operators. Such performance is critical for e-government infrastructure, where traffic can spike sharply during periods of mass requests, such as public hotlines.
Fault-Tolerant Configuration
The system is deployed in a fault-tolerant configuration across multiple servers running Linux, ensuring uninterrupted operation and flexible scalability. Another key customer requirement was advanced call quality assessment: the platform can analyze each interaction across multiple criteria and generate detailed reports for further analytics.
Enhanced Security
Security received particular attention. Due to the closed internal network and complex access structure, specialists documented every system port in detail, including its function and the user group with access rights, a process that required significant effort. Even so, the platform retained its full core functionality and enabled the creation of additional tools for contact center operators.
The transition to domestic software marks another step toward strengthening the technological independence of government services and improving the quality of service provided to citizens.
