Administration & V-Government
Already implemented solutions include:
••• Voice Government ••• Self Service by phone for Citizens ••• Pre-qualification
••• Callback Management ••• Library services •••
Fields of application
- A Citizen Service Center offers a 24 hour/7days Self Service, also in times, when the Agents are off duty
- Services may be delivered in more than 40 languages, also for international visitors and tourists
- FAQs on the phone (e.g. opening hours, directions to reach the Service Center, etc.) are available similar to internet FAQs. Information is thus directly and completly available, without waiting queues for the caller and music-on-hold.
- All other questions not covered by the Voice Portal are transferred, after a pre-qualification, to the right person in the right department for a individual consulting.
Alternatively, give the caller an automated ticket number and forward his request to the right contact person, which takes the appropriate action the next workday.
- Speech-controlled AutoAttendant solution, to transfer the calling citizen directly to the right person in the right department.
- Announcement support for the Citizen Service Center: The citizen requests the information from an agent in the Service Center, the Voice Portal then takes over the phone call, and replays the pre-recorded information as often as required.
- Libraries may offer borrowing time extension by phone using a Voice Portal
Without a sophisticated voice controlled pre-qualification, "skill based routing" in modern Call Centers is not realizable. The pre-qualification can be administered easily without programming knowledge on all CreaVoice® portals by Call Center administrators or other specialists.
In times of high call frequency, flexible, varied waiting queues entertain the caller with interesting information and motivate him to hold the line.
Callback management allows the customer to leave a recall request, stating time and date. The CTI integration of the customer service center guarantees that the assured recall takes place at the desired time.
Borrowing time extension by phone with a Voice Portal? Already a reality today in Berlin for the complete library network! The caller enters his customer number and is then told which media he still keeps. He may then extend the borrowing period of the media. If some can't be extended he is told so.
We'll
be happy to send you our list of references. Just send an eMail!
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