Both local and central government are increasinly relying on contact centers to interact with citizens. The type of services offered vary from helping people with administrative requests to creating interaction channels for specific situations. For example, a natural catastrophe where, through self service channels such as IVR, people can call or be automatically notified of what to do.
Public organizations are also an important employer in many regions; therefore, the support to home based agents or decentralized operations is also something critical that must be addressed by the contact center solution.
The new Altitude uCI 7.5 release includes a number of innovative features that strengthen the contact centre ability to embrace industry-wide change. Its IP nature natively supports distributed operations including home-based and remote agents, streamlining IT investments and optimizing human resources. It increases customer satisfaction with proactive customer service features and friendlier voice self-service applications. For more information click here.
Related Case Studies
AICEP, the Business Development Agency is a public agency committed to developing a competitive business environment that contributes to the globalisation of the Portuguese economy.
Habitat du Nord is a French public service organization that promotes access to affordable housing for modest-income households. This regional Housing Council receives several hundreds of calls from tenants everyday, wishing to obtain rent account details or requiring technical intervention. With Altitude uCI in place, the quality of service at Habitat du Nord has increased significantly, with more than 90 percent of first-call resolution rates. Habitat du Nord was recently honoured with the prestigious 2004 « Casque d’Or » award for best customer support in the French public service.
The Office of Support to Small and Medium Enterprises and Innovation, IAPMEI is the main supporter of micro, small and medium enterprises in the industrial, commercial, services and construction sectors. It’s their mission to negotiate favorable conditions for the strengthening of entrepreneurial spirit and competitiveness.
Social security provides information on rights and duties, forms, statistics, legislation and publications to the corporate and civilian public.
The Office of Information Technology's mission is to support the development of policies and strategies of information and communication technologies (ICT) of Ministry of Finance and Public Administration (MFAP).
A unique contact center has been launched in Saudi Arabia to support MAWHIBA in enhancing service levels and increasing efficiencies. Established in 1999, MAWHIBA’s vision is to foster a creative society with a critical mass of gifted and talented young leaders who are innovative, highly educated and well-trained to support the sustained growth and prosperity of the Kingdom of Saudi Arabia. To achieve such vision, MAWHIBA developed a comprehensive strategy to establish an innovative and world-class education system for gifted students across the Kingdom. Located in Riyadh, MAWHIBA’s contact center is powered by the award-winning Altitude Software solution.
RIAC (Rede Integrada de Apoio ao Cidadão) is a partnership between the Azores and Central Goverment aiming at facilitating the population access to all public administration services. Citizens in the Azores nine-island can interact with RIAC using either the web site, with a vast choice of contents or through the Contact Center which can be accessed via phone, internet or email.
The Ministry of Finance performs public administration tasks related to: the state budget; determining of consolidated balance of public revenue and public spending; system and policy of taxes, tariffs and other public revenue; public expenditure policy; management of available public funds of the Republic of Serbia; public debt and financial assets of the Republic of Serbia.
Altitude Software (www.altitude.com )
is the leader of unified customer interaction solutions, managing
dynamic contact centers independently of platforms since 1993.With about
900 customers in 60 countries, altitude strives for customer
satisfaction and is ISO 9001 certified for its worldwide support.
Altitude Software has won 40+ industry awards and it has been included
by Gartner in the industry Magic Quadrants since 2000. “Altitude uCI”
(unified customer interaction) is a software suite that manages in real
time enterprise functions like Customer Service, Help Desk, Collections,
Telesales, Surveys, etc. It is unique in accelerating the creation of
services and campaigns, thanks to the unified design studio, routing,
dialer, voice portal, desktop front-end, monitoring and analytics.
Click here for the case study
