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News : Someone Call 311! Baltimore's Upgrade to 311 System Generates Complaints

#contactcenterworld

\Baltimore, MD, USA, Sept, 2018 --The reviews for Baltimore’s new 311 apps are in, and they are not good.

"You took a functional app and removed the functions," one user wrote in Google’s online app store. "This app sucks now."

Rating? One star out of five.

Lisa Allen, director of Baltimore’s 311 system, apologized for the problems and said the city’s IT department is aware of the issues with the apps and is working to fix them.

The new apps, which residents can use to report non-emergency situations from rats to potholes to poor parking, are part of a complete overhaul of the 311 system.

Allen said the changes launched this week were the culmination of 21 months of work aimed at modernizing how residents file complaints. She acknowledged some functions from the old apps are unavailable and, as a result, less information is available to the public about complaints.

"We know we went through a little hiccup with this," Allen said.

Andrew Coy, the executive director of the Digital Harbor Foundation, said that problems with the 311 system could ripple through city agencies.

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"If that system goes down or doesn’t function properly it’s just compounding every other problem that needs to be fixed," Coy said.

The old versions of the phone apps for Android and Apple products were not as big a source of 311 complaints as phone calls, but Allen said the apps had about 50,000 users.

"Not only do they use it, they use it for consistently what their pet peeve is," Allen said. "They’re used to pushing those buttons almost with their eyes closed. When you change something it’s difficult."

The apps do not include an easy way to track the outcomes of complaints filed by users, something several early reviewers noted. And there’s no way to see complaints filed by other users. That information is available on the city’s website, but it includes far less detail than the previous system, which let the public browse the full text of complaints and photos submitted with them.

Allen said the city knew those functions wouldn’t immediately be available but that "maybe we underestimated the popularity of those functions."

"We do apologize," Allen said. "Those functions were very important to people."

Coy said government agencies bear significant responsibility when they upgrade their systems to ensure that they continue to work properly. At the same, Coy said government agencies should be willing to learn from private technology companies’ willingness to launch a product and improve on it as they go.

"We need to learn how to allow for iterative design process to happen but you cannot do that at the expense of those currently being served," said Coy, a former technology adviser to President Barack Obama. "There is a higher degree of responsibility."

Allen said her team’s top priority is fixing bugs in the Android app that are showing up on certain phones and weren’t caught by internal testing. Some users can’t log in and the app isn’t able to determine where pictures are taken as it should.

About 30 Android users who had an old version of the app and used it submit complaints after the old system went offline received an error message.

The city awarded Washington-based technology company Incapsulate a contract to carry out the 311 revamp in July 2016. Incapsulate developed the mobile apps and the system runs internally on technology from Salesforce, another IT company.

In 1996, Baltimore became the first city in the country to use 311 as a police non-emergency number and began using the three digits as a contact number for city services in 2001.

Allen said the new system was needed because the previous company the city worked with was no longer providing updates to its technology. The new system will eventually allow 311 operators in the city’s call center to text and chat online with other city agencies and members of the public. And work crews on the street will be able to document how they responded to complaints in real time.

"This was a huge project," Allen said. "For a project of this magnitude it has really gone well."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.baltimoresun.com


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Today's Tip of the Day - Motivating Agents With No Money!

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

Published: Friday, September 14, 2018

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2020 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

2.) 
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

3.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

4.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486

5.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

7.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800

8.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511

9.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292

10.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740
 
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