Solutions for Federal Government
Government entities of all size and at all levels depend on their communications systems to operate efficiently. And in today’s environment that means taking a unified approach to business communications and process automation. For the contact center as well as the enterprise you need a standards-based IP platform that unifies every aspect of your department, division or group.
Deliver higher service levels to your constituents, regardless of how or when they choose to interact with your agency. Our all-in-one, multi-channel solutions enable you to better equip outward facing contact centers serving the public, by managing voice calls, faxes, emails, chats and web collaboration requests. Self-service automation allows the public to conveniently access information 24/ 7, at a reduced cost per interaction. Or, use intelligent routing to ensure the right agent is available to assist when needed. Leverage the same advanced technology and integrations to commonly used platforms for internal help desk functionality. Communicate more effectively with stakeholders based on the charter of the agency and streamline inter-agency communications. Any agency can gain the same benefits as enterprise organizations when it comes to improved constituent satisfaction, consolidation of resources, increased workforce productivity, and reduced costs. And they can do all that with confidence in interaction security, disaster recovery and continuity of operations.
With the multi-channel platform from Interactive Intelligence and its integrated applications for the contact center, enterprise IP telephony, business process automation and content management, your federal department can unify communications and information with a single open solution. Handling phone calls, faxes, emails and online interactions alike is inherent, and integrating to back office systems, databases, and business applications is seamless. Just as seamlessly, our platform’s SIP-based architecture gives your organization a straightforward, built-in path to voice over IP to streamline calls over your data network and also unify offices, mobile workers and global operations.
Circulate information quickly with precision, and it gains value. Don’t, and it loses value. Unlike any other solution, our platform and its modules for business process automation and content management combine for an intrinsic communications-based approach to automating processes and dispersing information. It’s an approach that gives you get the ability to assign, control and track every piece of content and associated interactions across your enterprise. That way your organization maps and builds processes to route information and work with greater efficiency as well as visibility, the same way it queues and routes calls, emails and online interactions to various employees and departmental workgroups.
With the control of a single automation platform, your organization maps and builds processes to route information and work with greater efficiency as well as visibility, the same way it queues and routes calls, emails and online interactions to various employees and departmental workgroups without disruption.
When your organization streamlines information and processes along with communications, it responds to requests much faster and manages business tasks more completely. Service through all media channels is also consistent, and superior, because each type of interaction media is processed uniformly. Call the service experience more rewarding or simply less frustrating. Either way, all parties involved appreciate fewer disconnects in communications, processes and information flows, and grade your service more positively.
The Interactive Intelligence solutions are already playing a role in making federal agencies and departments more efficient. Here are just some of our clients:
- Department of Homeland Security
- Department of Defense
- Department of Energy
- Department of Commerce
- Department of Veterans Affairs
- Environmental Protection Agency
A secure and redundant communications environment doesn’t come from combining different products with different architectures from different manufacturers. To the contrary, such an approach is an expensive and proprietary recipe for disaster itself. With built-in failover services and designed for consistent operation, our fully integrated platform makes business continuity much easier to achieve by duplicating all settings and configurations, including security, at your DR site. That way, you minimize testing each time you make a change, and maximize trust at all times.
Deploying our single software platform has allowed Federal agencies and thousands of other businesses worldwide to simplify their infrastructure and reduce administration and energy costs rather measurably. That part of our platform’s ROI equation is automatic. What’s ongoing for governments, however, is the return they get from protecting existing investments, with the ability to integrate and capitalize on new systems and technologies as needed. A further return comes by moving to networked VoIP to connect distributed offices, control telco costs, implement disaster recovery programs and build higher walls of security for data, voice communications and compliance.
Traditional communications systems can present some challenges when the capital investments and ongoing operational overhead are squeezing the budget. The CaaS offerings from Interactive Intelligence give your business an alternative to keep such costs in check. The features an functions we’ve already talked about are also available in a cloud based model:
- Interactive Contact Center Service improves operational performance with IVR, ACD, automated dialing, call recording, workforce management (WFM), screen pop integration and the multichannel routing of e-mail and web chat. Agents and supervisors also improve service levels with desktop call control, desktop faxing, and real-time presence and monitoring.
The single platform from Interactive Intelligence is a better solution, because it’s a better approach. We offer our products and services through a channel of leading systems integrators and are available on multiple IDIQ’s and GSA Schedule.