Government agencies at all levels must manage growing citizen engagement with shrinking staff and budgets. Citizens expect to be able to access information around the clock using their phones, Web, email, and other channels.

Genesys call center solutions helps government agencies make the best use of existing resources to serve constituents. For example, seamlessly blending self-service and agent-assisted service supports fast issue resolution. Automated proactive notification systems can notify citizens about relevant events, from street closures to emergency situations.

Key Differentiators

• Increases self-service adoption and reduces the cost of agent-assisted calls
• Ensures consistency of information and interactions across different channels
• Enables the public to contact government call centers at their convenience, using their preferred methods
• Makes the most efficient use of existing resources
• Supports disaster preparedness with an effective emergency notification and response system
• Provides necessary data to justify departmental expenditures