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CSR Contact Center

CSR Contact Center

Whether citizens contact you by phone, the web, email or in person, Contact Center helps your agencies respond to them with a standard level of service in the shortest time possible.

Contact Center enables creation of CSR service requests, knowledge base searches, and citizen contact and interaction history lookups. Its fully integrated, but modular, Computerize Telephony Integration (CTI) interface supports your phone system. And it allows you to receive citizen inquires from all access channels. With Contact Center, you can align your contact channels with service delivery processes to rapidly respond to your citizens.



Overview

Open the lines of communication between citizens and government.

 

Powerful tools for the people who answer your phones: Contact Center is ideal for government call centers and other departments that handle incoming calls. You can deploy it in a single location or integrate it across multiple departments and jurisdictions. With Contact Center, your call center will rapidly respond to citizens with a standard level and quality service.

 

Integrate and align citizen access with your technology channels. With Contact Center, you can now integrate CSR with your telephony and web channels to optimize citizen access.

 

Ensure that citizens have a positive experience when they contact your organization.

 

Find answers fast: 60-80% of citizen calls are for information requests. Agents can bookmark their favorite searches, and call center managers have complete control over which documents to make available for searching. For security reasons, documents can be classified as public, internal, or private.

 

Well-informed citizens: Provide callers with accurate and timely information.

 

Time savings: Give call takers the tools to work more efficiently so they can handle more calls and callers spend less time waiting for answers.

 

Accountability: Keep a record of every call and the results so supervisors can track agent performance and follow up with citizens. A finger on the pulse. Track the frequency of information searches to find out what citizens are asking about and whether they’re getting the answers they need.

 

Easy to administer and configure to fit your operations.

 

CSR Contact Center is designed to give call center managers direct, hands-on-control — without requiring them to become technology experts. One click installs and automatic updates to the software make it convenient to distribute changes to workstations in one simple step. It is easy for call center managers to configure the knowledge base and set up automatic refreshes data to keep it current.

 

With Contact Center, you will make the right connection with your citizens.