Contact centre management
Contact Centre is a customer relationship management module and forms part of the wider My Council Services platform. It offers you the ability to rapidly put in place an easy-to-use, multi-channel customer contact interface.Using the Contact Centre module enables you to capture all your interactions with your customers, through whatever channel they may come, and to manage all forms of customer transaction. The Contact Centre module can simply be plugged in to work with your existing systems, third party data sources and web services. Our customers have been able to implement the My Council Services Contact Centre module in as little as 6 weeks from contract to go live. Benefits include:
Improved productivity in your customer contact centre
Improved consistency of process and standards of service across multiple points of contact
Greater efficiency achieved whilst using the same resources
Cost of ownership of the technology will be reduced
The Contact Centre module simply plugs into your existing systems
An intuitive interface means training requirements are minimal
Tailored specifically to local government requirementsThe Contact Centre module has been designed specifically for local government use and it is constantly being developed based on collaboration with and feedback from users via our Customer Advisory Board. The module also includes a number of add-ons which you can use to enhance its functionality further.
Knowledge managementAll your existing data sources and back office systems can be searched by your customer service agents to better enable them to answer questions from customers. These systems can be searched in real time while the customer remains on the line. The knowledge management system can also be set up to provide automated answers to commonly raised questions on web chats.
Email CentreThe Email Centre enables unstructured email interactions to be intelligently incorporated into the contact centre interaction history. The email content and its attachments will be added to the case as an uploaded PDF or image and the text from the email will be dropped into a note so that other agents can view it.
Web chatThe web chat add on enables your customers to chat live with your customer services agents through an online chat facility.
Find out more about each module