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The necessity of reliable government customer service - Nuance - ContactCenterWorld.com Blog

The necessity of reliable government customer service

Government plays a critical role in citizens’ lives. From transportation to healthcare to public safety, everyday people rely on government agencies for a host of critical issues. Therefore, offering exceptional and timely service isn’t an option. It’s a must. When people are seeking answers to their questions or are looking to solve a problem, agencies can’t afford to provide service that is sub-par. Local, state, and federal governments must consistently find fast, easy and secure ways to provide information and resources across all channels.

But – that’s a tall order. Government services are often high stakes and high stress. So how do you provide an effective experience that the public can count on? In 2015, a child and family services agency figured out how. By launching an intuitive speech-enabled Interactive Voice Response system (IVR), they were able to deliver faster, more personalized assistance that met the rising expectations of citizens.

The challenge

Like so many government agencies, this child and family services agency was tasked with handling hundreds of calls each day, amounting to nearly three million a year. From inquiring about available services to checking the status of applications and payments, the citizens calling into the IVR were in urgent need. Unfortunately, the agency’s legacy IVR system created long wait times and impersonal and confusing IVR menus. Additionally, there were limited self-service capabilities, forcing callers to either wade through a maze of submenus or wait for an agent. To make matters worse, important information provided by callers in the IVR wasn’t captured and relayed to the agent, thereby making callers repeat themselves, which quickly drove up call handle times.

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A better way

In order to provide high quality service and better meet the needs of families and children, the government agency launched a speech-enabled IVR, allowing callers to use their voice to interact with the system and efficiently navigate to the information they were looking for. The IVR offered the following capabilities to enhance the caller experience:

  • Natural interaction: The high-quality text-to-speech capability and natural-sounding speech recording encouraged spoken interaction with callers, and recognized both English and Spanish.
  • Easy authentication: The new IVR offered easy authentication, creating a simpler experience for the caller. The IVR prompted the caller to authenticate themselves by speaking their case number or social security number. The caller ID is also verified against the phone number on record for an additional layer of security, which also enables a more personalized interaction with the system.
  • Anticipating caller needs: After being authenticated, a unique, predictive menu capability offered personalized menu options and messages based on previous caller records and interactions. The ability to anticipate needs and offer a personalized experience allows the IVR to proactively provide relevant information to the caller, before the caller even has to ask. It additionally helps to contains calls that, in the past, would have required agent intervention.
  • Inform agents: If the caller opts to interact with an agent at any point, the information they provide to the IVR is then transferred to the agent, eliminating the need for the client to repeat themselves and allowing the agent to efficiently and seamlessly provide support.

Government bodies are responsible for providing critical service and assistance to people, every single day. The demands are high, but with the right tools in place, consistently reliable and impactful service can be ensured. Implementing a new IVR system can reduce costs, allowing agents to be utilized on more complex and rewarding customer interactions, thus empowering government agencies to serve citizens more effectively . This child and family services agency improved the user experience by offering more personalized interactions and increasing the number of self-service options. Additionally, they increased the containment rate and reduced the number of repeat calls. But most importantly, by streamlining the IVR and enhancing its efficiency, it allowed staff to focus on what was most important – providing help to children and families.

Source: http://whatsnext.nuance.com/customer-experience/improve-ivr-in-government-services/

Publish Date: August 24, 2016 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
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2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



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