Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Does omnichannel have a future in government contact centers? - TEO Technologies - ContactCenterWorld.com Blog

Does omnichannel have a future in government contact centers?

"Omnichannel" may just be the most important communication buzzword of our time. The modern end user likes to communication through a portal of his or her choosing, be it social media, SMS, web chat and other browser-based communications, phone email or something else.

Retailers, utilities, restaurants, hotels, airlines, banks and a bevy of other industries have taken notice – but government agencies have not, or at least not nearly as much as they could. 

Government agencies are still behind in the contact center

As anyone who has dealt with the Internal Revenue Service this past year knows, there's really only one way to communicate with a live person directly, and that's over phone. Technically, that would be OK were it not for the average estimated wait time of 9 minutes (which to be fair, is significantly better than 2015's 21 minutes).

Nevertheless, a recent study from CFI group suggests that the level of customer satisfaction remains unchanged. First-call resolutions rates are still at 47 percent, meaning that nearly half of all calls are not resolved on the first try. This lags behind the private sector's 11 percent. Meanwhile only 4 percent of survey respondents actually found the interactive voice response provided by government agencies to be useful. 

It's not a security issue (or a budget constraint)

"Maintenance of legacy technology is only inflating IT expenses."

While it's true that many omnichannel solutions are offered in the cloud, there's no shortage of on-premises and hybrid unified communications solutions that contact centers could use to improve overall customer satisfaction rates. Thus the inherent security-related anxieties tied to cloud infrastructure aren't really the problem. 

On the surface, it might seem like a budgetary constraint. Currently, the federal government's aggregate IT budget is estimated to be $80 billion, a figure that the Obama administration has been working hard to bring down. However, according to the Associated Press, a Government Office of Accountability report found that maintenance of legacy technology is only inflating IT expenses. 

"They're still using floppy disks at the Pentagon," AP's Ricardo Alonso-Zaldivar wrote. 

Will government contact centers partake in UC's bright future?

Looking ahead

Obviously, the White House has taken its fair share of actions to improve government IT infrastructure, and these changes will have to take place in stride. However, CFI's report pointed out that they should include very simple features such as "call back" in which callers are placed on a calling queue so that they won't have to wait on hold to be helped. 

Simple enhancements in the contact center such as these could hypothetically enhance public services for an entire nation. And while it may be some time before the government begins to deploy omnichannel communication solutions in contact centers, the knowledge that the technology exists and is constantly improving gives us something to look forward to. 

Source: https://www.teotech.com/research/news/does-omnichannel-have-a-future-in-government-contact-centers/

Publish Date: August 29, 2016 5:00 AM


2020 Buyers Guide Inbound Call Handling Services

 
1.) 
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.

2.) 
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.
PH: +1 (512) 333 4634

3.) 
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.
PH: +1 512-872-7565

4.) 
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)
PH: 07973640527

5.) 
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
PH: +61 7 5660 6284

6.) 
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.
 



View more from TEO Technologies

Recent Blog Posts:
What to know about touchpoints: Improve the customer experienceMarch 15, 2018 5:00 AM
IP phones are key ingredients in VoIP telephony successMarch 9, 2018 5:00 AM
Call recording: An essential feature in VoIP call centersMarch 5, 2018 5:00 AM
Is it time to upgrade your UC?: Tips, considerations and best practicesFebruary 6, 2018 5:00 AM
4 ways unified communications solutions improve your cybersecurity postureJanuary 31, 2018 5:00 AM
Are chatbots necessary in UC contact centers?January 30, 2018 5:00 AM
3 features to focus on when evaluating unified communications solutionsJanuary 30, 2018 5:00 AM
Contact center modernization: The time is now January 19, 2018 5:00 AM
What to know about using instant messaging in an enterprise settingDecember 13, 2017 5:00 AM
Security Awareness: Top Threats to UC TechnologyNovember 30, 2017 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 13940 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =