Our automation technology is designed to enable Revenues & Benefits customers to self-serve via an intuitive navigation system with integrated SMS. Callers respond to scripted prompts and move through a series of menus by selecting the appropriate number for their enquiry on their telephone keypad. The integrated SMS connects to online forms and information as well as validation of data received. This allows a Local Authority to provide essential information without the need for agent interference, whilst also routing callers to relevant resources or, if necessary, directing them to an appropriately skilled human agent.
Our telephony systems are typically designed, built, tested, and tweaked within a six week period. We also provide ongoing support for our products and have developed a unique feedback system that allows our automated telephony systems to be adapted and improved quickly and efficiently.
We understand that new technology needs to be integrated into existing systems with little to no disruption if you’re to maximise ROI. That’s why we’ve leveraged our 30 years’ of experience working in customer service environments to design a setup process that can be deployed in just six weeks and helps Local Authorities and their customers switch seamlessly to the new technology.
Data and Reporting
Accurate data recording and analysis plays a key role in monitoring performance. Our comprehensive analytics platform allows you to keep track of vital KPIs and facilitates the drafting of intuitive and informative performance reports.