MICROSOFT DYNAMICS CRM CONTACT CENTER/311

MICROSOFT DYNAMICS CRM CONTACT CENTER/311

A Customer Interaction Management Solution for Public Sector Organizations

 

Improve citizen interactions with integrated, flexible call centers.

 

In government, as in business, making a good first impression, and then delivering consistent, superior, hassle-free service, is the essential equation for delivering customer value and driving organization success. in many situations, the experience a citizen has with your organization's call center can be a critical factor in their assessment of your entire agency's competence and responsiveness.

 

Because government agencies face increasingly higher expectations to create value and improve operational efficiency, Microsoft, alongside our Certified Partner Genesys, is dedicated to developing the most innovative customer relationship management tools to help turn every contact from your agency into a measurable opportunity to demonstrate good, effective government.

 

Microsoft® Dynamics CRM Contact Center/311 combines Microsoft’s best-in-class customer relationship applications, including Microsoft Dynamics CRM, SharePoint® Portal Server, SQL Server Reporting Services, and Microsoft Virtual Earth with best-in-class call center management, routing and CRM integration software developed by our partner, Genesys.

    

Offering customized applications based on your agency’s needs and leveraging your existing IT systems, Microsoft Dynamics CRM Contact Center/311 connects citizens to government contact center agents, by offering multiple communication channels to accelerate their ability to effectively respond to inquiries whenever - and however - they arrive. The solution ensures coordination between the contact center and back office branches and departments, to ensure timely response to citizen requests. Sophisticated routing and reporting across voice, e-mail, and Web interactions, coupled with integrated self service, ensure that your agency’s customers and stakeholders are quickly connected to the right resource - the first time around.

   

Whether dialing 311 to report a pothole or other“non-emergency”situations, or calling to request agency-specific information or assistance – such as personal or business tax questions, state-specific unemployment insurance or Medicare/Medicaid issues, or any other personal or public service your agency provides – the faster and more flexible your call center is equipped to respond, the greater value your agency delivers to citizens, other organizations and the communities you serve.

Respond to different types of agency contact center requests – accordingly.

 

Phone inquiry – Using interactive voice response (IVR) system, callers are guided through a series of voice prompts and voice recognition to resolve their issue over the phone or be routed to a contact center representative who will be able to view the citizen’s data screen pop up and promptly pick up on the response from where the IVR left off.

 

Incoming E-mail Request–Enables knowledge workers who receive e-mail inquire to update the record with new information within Outlook® and

easily link back to prior contact records to relevant review case history–all on a single user interface.

 

Web Request–Offers citizens a self-service login web portal with the ability to view the status of open cases and search from a vast knowledgebase of government information enabling citizens to find answers to questions on their own without the need of agent assistance. Virtual Earth mapping capabilities help pinpoint location issues and service areas.

 

Reporting Dashboard–Displays an online summary statistics of incidents by contact type (web, phone, e-mail), case type, case severity and other related

customer account information. The online summary provides information to contact center management so that they can ensure that the most cost effective

and timely service is provided to citizens.

 

Integrate your existing systems with Microsoft Dynamics CRM Contact Center/

311 for greater efficiency in meeting citizen needs:

 

• Enable your call center to work according to citizens’ schedules–24/7

• Handle citizen request in the manner each caller prefers – including personal phone contact, web-enabled and or IVR self-service

• Add consistency to citizen interactions across all departments and agencies

• Capture feedback and useful insight to help improve future interactions through reporting metrics

• Streamline case management at every phase of the lifecycle – from opening and logging a case to tracking and closing

• Leverage existing telephony and IT infrastructure investments to reduce total cost of ownership and agent training costs

• Improve staff productivity by unifying personal computer desktops for all inbound and outbound contact operations Microsoft and our Certified Partner Genesys are ready to help you build a call center solution that’s right for your agency. Contact your Microsoft Account Representative today to learn more.