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How Does the Public Sector Benefit from CCaaS? - Servion - ContactCenterWorld.com Blog

How Does the Public Sector Benefit from CCaaS?

The public sector looks completely different in the wake of a global pandemic:

  • COVID-19 forced governments to provide public services differently. AI and automation technologies have become significant investments for proactive outreach (anticipating citizens’ needs versus managing demand reactively) and offsetting high call volumes using digital self-service applications. Digital technology has opened the floodgates to providing more accessible and personalized services.
  • Millions of government employees began working remotely within weeks of the viral outbreak. Telecommuting has become the norm, even for intelligence agencies employees who once had to work in secured and authorized facilities. Governments are adapting to a new reality as they reopen in a different environment.
  • The pace with which governments move has dramatically changed. For decades, regulation in the public sector was a lengthy and inflexible process. Now, regulation is agile and adaptive, with service procurement happening fast, flexibly, and efficiently.

As we forge ahead, governments need a cloud contact center platform (Contact Center-as-a-Service – CCaaS) to improve citizen-facing services, workforce productivity and lay a better foundation for growth and innovation. CCaaS solutions use a subscription-based licensing model to provide cloud-based contact center software. The capabilities of CCaaS often surpass those of on-premises solutions because they are built with a high degree of flexibility and integration interfaces.  


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Here’s how the public sector benefits:

Elevated CX with personalized, digital service: All customer interactions start or move between digital channels like chat, SMS, social media, and in-app messaging. CCaaS allows customers to choose the option they feel most comfortable with, enabling organizations to quickly meet the needs of every customer while accommodating more inquires faster. This became vital during the pandemic as interaction volumes – especially for things like unemployment claims – hit the roof. Replacing your decades-old legacy contact center with a cloud-based system allows for newer, more dynamic customer experiences.

Intelligent, automated self-service: CCaaS allows for self-service applications like knowledge bases and chat and voice bots that measurably improve customer effort, average handle time, and customer satisfaction. CCaaS also enables organizations to redirect or deflect customers calling from a mobile device to a digital self-service experience. For example, a public health department could redirect mobile callers calling about the COVID-19 vaccine to a related FAQ on their website. Doing so can help save valuable costs and time. According to No Jitter, LA County achieved 60% cost savings using Amazon’s CCaaS solution, Amazon Connect, by reducing hold times and automating interactions.

Automated notifications: Enable cloud-based notifications to automatically reach out to citizens with alerts. Many CCaaS solutions include optional response tracking, location requests, text interaction, and auto-forms. For example, a DMV could use this to create a virtual waiting system for residents needing to take care of things like driver’s licenses or passport renewals. Governments can also send proactive notifications to reach out to large groups of citizens to update them on changes in policies, procedures, hours of operation, and more.

Next-level agility: On-premises contact center solutions have been relied on for decades and are not inferior. The demands of the digital era, however, have made them less viable as we move forward. Scalability and flexibility are essential to businesses – now more than ever after the effects of the pandemic – and CCaaS supports these concerns. Companies can easily scale to accommodate increased demand, move faster to adapt and improve, and much more.

Data consolidation and management: Accenture reported last year that 84% of citizens are willing to share personal information with government agencies if it would enhance customer service. The unified nature of CCaaS enables organizations to create an effective, enterprise-wide data management strategy that leverages the kind of intelligence needed to deliver outstanding citizen experiences. This is especially important in the public sector, which has notoriously lagged in this area.

Better employee/agent experience – from anywhere: CCaaS solutions provided by vendors like Google and Amazon offer tools that empower employees/agents to work more productively with better context, responsiveness, and satisfaction. For example, Agent Assist for Chat (part of Google’s CCAI offering) has been proven to help agents manage up to 28% more conversations concurrently and respond to chats up to 15% faster. These solutions can be used wherever agents happen to be working, using any device.

As an end-to-end technology specialist who has worked with some of the world’s largest government agencies, Servion can help you take advantage of the speed, flexibility (seamless scalability), and cost-efficiency (no CAPEX investment) of CCaaS.

Provide your customers/citizens the absolute best. Schedule a meeting with our CX specialists to discuss your organization’s CCaaS needs further.

Publish Date: November 23, 2021 6:45 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...
(read more)

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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Reevaluating your omnichannel customer experience (CX): What matters mostNovember 30, 2021 9:25 AM
How Does the Public Sector Benefit from CCaaS?November 23, 2021 6:45 AM
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