Go
IP Telephony Contact Centers Unified
Communications
Communications Enabled
Business Processes
Learn the Facts About Contact Centers

Q:

How can government organizations use communications to improve services to citizens?

A:
Government organizations share the private sector’s challenge of interacting with citizens in a highly satisfactory and cost effective manner. Citizens want to see value and results from their tax dollars, and government entities must be able to interact in a manner suitable for their constituents.

For example, government organizations cannot assume every citizen has access to the Internet, and they typically must provide equal access for persons with disabilities. Intelligent Communications is paving the way to overcoming these issues and creating more satisfied citizens.
  Read More
 
EXTENDED ANSWER:
How can government organizations use communications to improve services to citizens?
 
Intelligent Communications enable citizens to get answers to their questions faster, with fewer calls, and without being repeatedly transferred from person to person. It allows integration with back-end CRM systems to provide background information on callers based on phone number or Interactive Voice Response (IVR)-prompted information. Based on this information, calls can be intelligently routed to appropriate staff based on expertise or historical interactions.

Governments also can set up services providing a single number for cities or other entities as well as automated answer to the most common questions (e.g., 311 services in the United States).

Furthermore, through technologies such as IP telephony, callers can be transferred to extended workforces or experts anywhere within the organization’s network, along with a full record of the customer’s historical interactions and related documentation. IP systems make it easier for government employees to access transactions that citizens may have begun online, or to add new information and forward calls to other experts for handling or resolution.

Learn more about Avaya Intelligent Communications for government organizations at http://www.avaya.com/gov.
Do your Research
Connect
with Avaya

Contact Avaya:
Australia
Phone 1800 302 833

New Zealand:
Phone +61 2 9352 9000

arrows More Asia Pacific Telephone Numbers

arrows Let us contact you

arrows Find an Avaya BusinessPartner