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Citizen Engagement Blog

IVR Drives CX Enhancements for Large Municipal Transportation Authority

Transportation depends on fast customer service to serve citizens on-the-go. Today we announced our latest implementation of voice self-service and speech technology implented to solve government and citizen needs.  This new contract introduces IVR self-service to a large initiative to support its modernization goals to bring:

  • Better customer service
  • Improved customer experience (CX)
  • Secure, improved way to interact with common transportation interactions

Read the full press release to learn more.

Topics: IVR Open Government Customer Care IVR Security

Voice Self-Service: a Vital Channel for Government Contact Centers

With the need for more personalized and secure customer service on the rise, right along with the rise in costs and complexities of managing a contact center, government agencies have to be as smart as possible when contracting and managing technology projects. A dynamic IVR is one way to beat the budget vs. customer experience challenge for public sector customer service. Even Millennials would agree.

In a previous blog post about modernizing state contact centers, we encouraged government agencies to introduce digital engagement opportunities via web, mobile web, and mobile apps as part of their contact center modernization efforts. But that doesn’t mean agencies should dismiss or downplay traditional phone calls. Here’s why:

Topics: IVR Open Government Contact Center Insights Customer Care Industry Insights IVR Security