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

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12
Years of Expertise

150+
Deployments in 16+ 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

City Assist

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

City Assist

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

City Assist

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

City Assist

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

City Assist

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

City Assist for Contact Center

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

City Assist

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

City Assist

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

City Assist

Compare Plans

City Assist For Supervisors

Display Data in Screen POP
Supervisor Desktop

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Core City Assist

Supervisor Desktop
Unified Agent Desktop
iVision Wallboard
Mobile Dashboard

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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

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Seamless Integration with

What Our Customers Say

Dedicated Customer Success Manager

24/7 Support &
Training

Self Help YouTube
Channel

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