Government

Genesys contact center solutions enable government agencies to offer better citizen-centric services, while also reducing costs and improving operational efficiencies. For example, multi-channel systems allow you to more easily manage high volumes of incoming e-mails, telephone calls, text messages, chat and even Web collaboration communications. Correspondingly, these same systems can be leveraged to deliver emergency notifications out to citizens, sending alerts via phone, e-mail, text and fax.

What's more, self-service applications enable the public to contact you at its convenience, on a 24/7 basis, resulting in lower operational costs. And when agent assistance is needed, calls are routed to best informed agents, resulting in higher constituent satisfaction.

Recent global events — including disasters such as Hurricane Katrina, the Asian Tsunami and catastrophic terrorist attacks — have made clear that, to best serve their citizens, governments must have an emergency notification system. Government agencies that are responsible for citizen health and safety must plan a system now for how they will alert the populace to real and potential dangers.

Learn More About Genesys Emergency Notification

Genesys is the #1 contact center software provider with more than 3,300 customers around the globe.

 

Government Organization Customers (partial list):
Australian Tax Office	Canadian Revenue Agency	Francaise des Jeux
General Services Administration	Houston 311	National Insurance Institute of Israel
New York City 311	Ontario Lottery	U.S. Center for Medicare/Medicaid Services
U.S. Department of Justice	U.S. National Park Service	U.S. Mint
U.S. Social Security Administration		Veterans Affairs and Health Administration
States of Arizona, Colorado, Florida, Kansas, Michigan, Oregon, Texas, Virgin, Wisconsin

Genesys understands your challenges to meet demands from your constituencies for convenient, efficient service through multiple communications channels, on a 24/7 basis.

Citizens expect easy and fast communications via the telephone, e-mail, and the Web.

Government agencies need to communicate with their constituencies about important services and situations on a 24/7 basis, without adding staff that will break their budgets.

Citizens expect their government agencies to speak their language, and agencies are scrambling to provide support to diverse constituencies while also striving to reduce hold times.

Download Government Industry Brief for more information

As a critical touch point between you and your customer, the contact center is full of potential for meeting the needs of diverse constituents, by providing services such as multiple language support and effective self-service. An integrated contact center software solution can provide the following benefits to government agencies:

Multiple communications channels improve the effectiveness of service delivery by allowing citizens to contact government agencies through the channel of their choice (email, Web, phone). This in turn reduces operational costs.

Sophisticated voice self-service provides a convenient option for citizens to contact government agencies any day at any hour. In addition, voice self-service is more cost effective than agent-assisted calls.

Screen-pop technology retrieves caller information from databases, then routes and presents this information to the desktop, preparing agents, to provide more efficient and effective service.  In addition, skills-based routing directs calls to the right agent, with skills such as language and subject matter expertise.

See how Genesys have helped other government organizations