Hosted Solutions for Public Sector Call Centers

When you serve the public, it’s not about generating the most revenue per call; it’s about effectively providing citizens with the information and service they need. Unfortunately, with tighter budgets, you’ve got to do it with fewer resources and you have to justify every penny. It’s enough to keep most people awake at night.

In the business of helping customers do more with less, inContact understands the sometimes unrealistic demands you are asked to meet and has proven methods to help you meet them. Our solutions can help you leverage your existing resources and infrastructure to do more, automate mundane processes and streamline your operations so you can run more cost-effectively. We can also help you define the right blend of self-service and agent managed contacts, enabling you to keep costs down while helping people more effectively and providing them with more convenient options. And with a pay-as-you-go model, there is no upfront capital expense nor will you ever have to pay for more than you need.

inContact gives you the power to:

• Dramatically reduce operational costs and improve efficiency
• Improve the quality and cost of every interaction
• Measure your success and quantify your value
• Find the right balance between cost, profitability and what will satisfy your customers most
• Scale up and down on demand and seamlessly connect to overflow centers as necessary

Powerful Service Solutions for Your Organization

inContact offers a wide variety of call center service offerings, pre-packaged applications and technology solutions specifically designed with your organization’s challenges and key performance metrics in mind. Our solutions can automate, analyze and optimize virtually every key customer-focused process in your call center organization. In addition to our solutions, we also have an experienced team of industry experts that can help you maximize the efficiency of your call center over its entire life-cycle.

Here are a few areas where we can help:

Customer Intelligence:

• Feedback
• Analytics

Agent Productivity:

• Agent Hiring
• Agent On-boarding
• Agent Ongoing Training
• Agent Scheduling
• Quality Management

Customer Contact:

• Inbound Contact Agent Handled
• Outbound Agent Campaign

Infrastructure:

• Customer Entry
• Agent Delivery
• Operations