social-media

Contact centre management

Contact centre icon 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

Contact_centre_imac_and_mac_book

An intuitive interface means training requirements are minimal

    ContactCentreScreen

Tailored specifically to local government requirements

The 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 management

All 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 Centre

The 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 chat

The 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

Contact Centre

Contact Centre

An easy-to-use, multi-channel customer contact interface
RiskManagement

Risk Management

Schedule inspections and manage reporting
Communication

Communication

Configure messages for any group using any channel
BookingsAppointments

Bookings and Appointments

Create any type of booking or appointment
Waste

Waste and Recyling

Manage all aspects of refuse and waste management
ContractsLicensing

Contracts and Licensing

Configure, deploy and manage contracts
Crowd Control HQ

Crowd Control HQ

Enterprise-level social media risk management
Customer Digital Access

Customer Digital Access

A comprehensive customer self-service platform
Mobile Worker

Mobile Worker

Eliminate the need for paper work orders or task sheets
Case Management

Case Management

Systematically manage a case from creation to closure
ServiceLevels

Service Levels

Design and deploy any type of service level templates

Download the Ultimate Guide to Channel Shift white paper

Thank you for your interest in our Ultimate Guide to Channel Shift white paper. Please complete this form and click submit in order to access the white paper. We hope that you find it useful. 

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Download the Social Media Risk Management in the Public Sector white paper

Thank you for your interest in our Social Media Risk Management in the Public Sector white paper. Please complete this form and click submit in order to access the white paper. We hope that you find it useful. 

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