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News : GovChat Accessed by Over 8M Users

#contactcenterworld

Johannesburg, South Africa, Aug 31, 2021 - Citizen engagement platform GovChat says it has over eight million active users, to date.

This marks over three million more users than last year, and comes nearly four years after the communications platform got its start in 2017.

Founded by Eldrid Jordaan, GovChat was launched in partnership with the Department of Cooperative Governance and Traditional Affairs. It was introduced as a progressive web app (PWA) to improve engagement between citizens and local government.

As the official citizen engagement platform for the South African government, it acts as a centralised hub that brings all government and civic services together through conversational artificial intelligence, accessible via WhatsApp, Facebook Messenger, SMS and USSD channels.


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According to GovChat, it’s processed 500 million messages, and received 80 million PWA page views. In addition, 53% of females access the communications platform, and 47% males.

The service says 61% of its users are aged between 18 and 34 years old. For the 35 to 54 age cohort, the percentage of users is 28%, while 55 years and older represents 11%.

Despite a few hiccups along the road, GovChat is considered as instrumental in assisting the South African Social Security Agency (SASSA) to enable citizens to apply for the special COVID-19 Social Relief Distress (SRD) grants.

Last year, it was revealed that GovChat saved SASSA R7.5 million through its automated contact centre service, which manages frequently asked questions on social media about the COVID-19 SRD grant.

Earlier this month, SASSA once again added GovChat as one of the online channels through which beneficiaries could submit their applications for the reinstated R350 social relief grants.

GovChat reveals it has received 11 million SRD grant applications, so far. Last year, the platform processed 5.4 million SRD grant applications.

"What has been surprising from a GovChat perspective is the number of users who applied for the SRD grants and make use of an iPhone," it states.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Wednesday, September 1, 2021

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2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

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Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
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PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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