Contact center solutions for government entities
Over 200 federal, state and local government agencies rely on our solutions globally.
Serve your constituents across communication channels with a more consistent, positive experience.
Global national agencies
Countries, parliaments, counsels, commissions and ministries
U.S. Department of Defense and civilian agencies
State and local agencies
Regional, state and province governments
Municipal systems, from large cities to small towns
Do more through a secure, easy to manage communication solution
When they need to contact their government, citizens expect a personalized experience. Using more channels than ever before (phone, email, chat, social media), citizens demand simple interactions on a secure, proven platform.
All-in-one contact center platform:
Customer Interaction Center
- Offer citizens their preferred communication with robust omnichannel capabilities
- Improve first call resolution thanks to skills-based routing
- Provide immediate support via 24/7 self-service IVR
- Gain transparency across multiple locations, including at-home workers
Mitigation security risk
- Joint Interoperability Test Command (JITC) certified and Federal Information Security Management Act (FISMA) compliant
- Secure Pause and Secure IVR enable Payment Card Industry (PCI) compliance
- Able to encrypt and protect calls, recordings, and data
Automate any manual process:
Interaction Process Automation
Integrate internal and external communications throughout any process. IPA captures, prioritizes, routes, escalates, and tracks work — for employees as well as citizens, vendors and other agencies.
- Program application processing
- Military base medical appointment scheduling and healthcare enrollment
- IT and general help desk trouble ticket processing
- Employee on-boarding at agency, office or military base
Reliable end-to-end integration
Our open architecture and APIs readily integrate into legacy systems by connecting to front and back office applications, such as Remedy and CRM solutions.
- Screen pops expedite workflow and reduce caller frustration
- Single disposition improves agent efficiency and unlocks cost savings
- Easily deploy new channels as needed – SMS, chat, call back, email and more