The New York City Department of Information Technology (DoITT) awards IXP a contract to implement a Quality Assurance Monitoring Application for its 3-1-1 Citizens Service Center.
The 3-1-1 Citizens Service Center was established in early 2003, a solution involving numerous IXP contributions, to provide New Yorkers with an intake channel for non-emergency government services and requests. All calls to 3-1-1 are answered by live agents 24 hours/ 7 days a week/ 365 days a year. Currently, 3-1-1 receives 45,000 calls per day.
DoITT has engaged IXP to implement a quality assurance management logging and recording solution.