Government Agency Solutions – Satisfying a Range of Stakeholders

Government agencies today are under heavy scrutiny, not only from the public and media, but from multiple government departments, Congress and watchdog groups regarding how tax dollars are used. Agencies must pay strict attention to customer satisfaction in order to satisfy their extensive list of stakeholders, critics, oversight departments and, most importantly, the constituents they were created to serve.

Most of them realize that their only hope of success in this scenario lies in cost-effective systems and in particular, substantial improvement in deployed technologies. Specifically with regard to customer satisfaction, one of the most critical of these is the contact center. Most agencies are very rarely visited, but frequently called; so the call center becomes, in essence, their front door.

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How MicroAutomation can help:

• A smart IVR that provides clear and responsive pathways for the most frequent types of callers and information requests
• Tracking and reporting of contact center activity for reporting to the agency and its overseers
• Tight integration with other government databases for required information
• Caller identification/authentication Flexibility to integrate with the contact center’s existing infrastructure