City Assist
One Integrated Contact Center Solution for All Government Services Ensuring Quality Engagement with Citizens
- One Unified Contact Center System Connected To All Services
- Dedicated Agent Desktops for each Department including 311
- Powerful Supervisor Desktops & Real-time Monitoring Wallboards
14+
Years of Expertise
300+
Deployments in 18+ Countries
98.7%
Retention Ratio
Unified Contact Center System Connected To All Government Services
- Unify your agent experience by connecting your telephony with your backend systems, databases and CRM’s.
- Empower contact center agents by providing them with all data and services on one desktop
- Agents do not need to switch screens to fetch various information
- Offer delightful experience to citizens
Unique Desktop for Each Department
- Customized unique desktops catering to the particular department’s requirements, for eg. get a unique desktop for 311 services
- Provide focused solutions to both—the citizens and agents
- Swiftly address citizen’s concern, thus enhancing agent-caller experience
- Handle large volumes of work or queries with ease without compromising on the quality
Know your Caller and Dynamically Get Details Based on IVR Feeds
- Get all information of caller and details of specific concerns based on IVR feeds as soon as the call is connected
- No more switching screens or putting the caller on hold to fetch relevant customer information. Saves time and improves call efficiency.
- Empowers the contact center agents and enables them to deliver an exceptional customer experience
Optimize Workforce, Take More Calls in Less Time
- Improve Average Call Handling Time (AHT) by providing agents with the necessary tools and information all at one place
- Now your agents can efficiently handle more calls while offering delightful call experience to citizens
- Will keep citizens happy as agents will be able to address issues faster
- Enable contact centers professionals to streamline their processes and enhance overall productivity
Advanced Supervisor Desktop for County & Governments
- Provide supervisors with a ‘bird’s-eye view’ of the team performance
- Equipped with advanced actions to optimize workforce performance like silent monitoring, barge in, reskilling and more
- Enable supervisors to make informed decisions on operations or resource management
- Boost contact center productivity and empower agents to achieve their KPIs quickly
Complete Knowledge Base at Your Service
- Agents get access to complete knowledge base while on a call for any assistance that they need while facing complex queries or issues
- No need for switching screens to get information as you get knowledge base integrated within agent desktop
- Improves the AHT and productivity of the agent
Guided Agent Scripts
- Reduces training time for new contact center agent
- Offers guidance to contact center agents in simple steps to handle queries or issues
- Provides agents with the much-needed flexibility to respond to caller’s questions without worrying about the compliance or regulatory requirements
- Helps in boosting contact center efficiency and improves agent productivity
Real-time Monitoring Wallboards
- Monitors real-time team and individual performance in the contact center along with data and statistics
- Creates an optimistic and positive contact center work environment
- Motivate agents and teams to do better and give their best—both individually and collectively as a team
- iVision Gamification Wallboards helps motivate and empower agents by creating an interactive work atmosphere
- Know how agents are performing in real-time and display each one of their achievements
- Supervisors will be able to view their team performance stats and receive audio/visual alerts, SMS or email whenever threshold is breached
Mobile Dashboards for Anytime Access
- Access to contact center real-time stats and figures from mobile dashboards
- Supervisors will be able to view their team performance stats and receive audio/visual alerts, SMS or email when thresholds breached
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Core City Assist
- Supervisor Desktop
- Unified Agent Desktop
- iVision Wallboard
- Mobile Dashboard
Core City Assist
- Unique Unified Agent Desktop for Each Department
- Customized Supervisor Desktop
- Custom Designed Wallboard for each Department
- Mobile & Tablet Dashboard
- Agent Scripting Tool
- Integrated Knowledge Base
What Our Customers Say
Dedicated Customer Success Manager
24/7
Support &
Training
Self Help YouTube Channel
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