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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

Compare Plans

City Assist For Supervisors

  • Display Data in Screen POP
  • Supervisor Desktop

Core City Assist

  • Supervisor Desktop
  • Unified Agent Desktop
  • iVision Wallboard
  • Mobile Dashboard

Advance 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

Seamless Integration with

Dedicated Customer Success Manager

24/7 Support &
Training

Self Help YouTube
Channel

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