ice Contact Center for Government and Public Services
Elevate citizen engagement and modernize service delivery with business applications integrations and AI. Empower your organization to deliver seamless interactions and exceed residents' expectations with ice Contact Center.
Modernize public services with innovative solutions
Transform residents' engagement with omnichannel capabilities
Make it easy for residents to get in contact with essential services through their preferred methods, like chat, SMS, email, and social media. Multiple communication channels ensure ease of access and convenience.
Make data-driven decisions for better service delivery
Allow departments to gain valuable insights from real-time and historical reporting so they can make decisions based on data and improve service delivery as needed.
Reduce residents' call duration
Ensure citizens are directed to the right department or agent with intelligent call routing, thus reducing call duration and improving overall service quality.
Enhance service delivery for citizens with ComputerTalk
Enabled seamless, unified communications across municipal departments
A city’s municipal government uses ice Contact Center to connect residents to staff from different city groups. These groups include transportation, hydro, libraries, billing, 311, and more. Citizens can contact them through voice, email, and web chat. These interactions can be tracked and reported using ice Contact Center, allowing the organization to streamline their services on a single platform. ice’s powerful tracking and reporting capabilities allow the city to plan for seasonal increases in volume and ensure they can provide the best possible service to their residents at peak times.
Streamlined child support inquiries
A child support payment inquiries hotline chose ice for their IVR system; this decision led to a decrease in their operator-assisted calls by 40%. Their previous DTMF menu was slow and lengthy. The system was often overwhelmed, giving busy signals to callers. Now, callers can dial in and say their account number and PIN to receive payment updates. For more complex inquiries, callers can leverage the organization’s comprehensive website and access live operators.
Reduced costs with voice biometrics
ice uses voice biometrics to accurately verify the identity of a caller. This sophisticated feature is successfully used by governments to ensure that low risk criminals under house arrest are indeed at home by calling their home phone at random times. This application offers relief to busy jails with a solution that is more effective and less costly than the administration of ankle bracelets.
Sample Applications
Microsoft Teams contact center for public services
Our ice Contact Center solution for government and public services seamlessly integrates with Microsoft Teams. This empowers agents across the organization with a unified communication hub to handle both residents' engagement and back-office tasks, promoting a digital and agile workforce.
By combining the power of Teams with advanced contact center features, such as automated call routing, real-time analytics, and comprehensive customer data integration, this solution empowers live agents to provide personalized, timely, and efficient assistance to residents.
Learn more
6 Ways Contact Center Technologies Play a Crucial Role in Government Sectors
Government entities are typically the first point of contact for the public. As a result, they receive a flood of inquiries and requests. Fortunately, contact center technologies can streamline and simplify these tasks.
Can Conversational AI Redefine the Future of Contact Centers?
In an era where customer experience is of paramount importance, contact centers face immense pressure to deliver exceptional service while simultaneously balancing operational efficiency and cost.
Protect your Contact Center Data with ice
Slice of ice Recap: Security and Standards – Mitigating Security Risks. In this session, Jason Ellis of the Sales Operations team discussed risks and challenges, security protocols, and the power of ice.
Every ice Contact Center solution is unique, designed and configured to meet your changing organizational needs.
With over 35 years of experience working with governments and public services, ComputerTalk is here to work with you to configure your contact center solution.