Page 61 - Smart City Brochure Inputs

5.1.2. Citizen Contact Center (Sampark) [Mumbai]

The aim of “Sampark” is to deliver non-emergency Government to Citizen Services over the
phone with the help of a single unique number across the nation.

It has four main components:
• CRM: Customer relationship management (CRM) for call centre environment, query
management.
• IVRS: allows a computer to interact with humans. It takes input using DTMF tones (input
via telephone keypad) and/or voice (Automatic Speech Recognition) and provide speech
output using TTS/pre-recorded speech file.
• TTS: Text-to-Speech (TTS) component converts text into speech. TTS for around 13
languages (Hindi, Marathi, Tamil, Telugu, Malayalam, Bengali, Odia, Kannada, Gujarati,
Assamese, Manipuri, Bodo, Rajasthani) are ready to use.

• ASR: As a part of CCC project we are developing limited domain ASR system for Hindi,
English and Tamil. It is being trained for eGOV service names, state names, language
names and some of the named entities. It can be customized for any other domains.

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