How to transform service delivery while achieving efficiency targets

More than ever before local governments are under enormous pressure to reduce operational costs while at the same time trying to meet the increasing demands of better digital services for their service users.

To achieve this, local governments need to ‘transform’ the way they operate. With the right technology they can transform their interactions and keep pace with the ever changing digitally connected public building a positive future.

Enghouse Interactive have provided councils like Greater Wellington Regional Council, Lockyer Valley Council and Whangarei District Council with a comprehensive solution that is flexible and adaptable, adding functionality as required. Empowering staff to work smarter and meet the ever increasing demands for service users re-shaping how local governments operate.

3 top tools to solve key council challenges

Help Service Users Get Answers Fast

With a full suite of multi-channel solutions, customers have the choice to communicate on their own terms whenever they want, wherever they are. Ensuring they receive the same level of service regardless of how they choose to contact you.

Providing the flexibility to add or configure additional functionality as requirements and budgets change, enables organisations to quickly change their call centre into a true multi-channel contact centre. Giving customers the choice to communicate on their own terms. Help them get answers faster by ensuring service information is consistent across all your channels.

Demonstrate measurable ROI

Consolidate your services so that you’re connecting your entire organisation together into a customer focused and customer accessible pool of resources and systems. Share the services of the mid-office, back-office, branch and remote workers with front-line, to ensure queries are answered first time.

Enghouse Interactive works with platforms such as Microsoft, Avaya and Cisco to link your contact centre with back-office departments. This enables workers to improve their work/life balance while helping them do more, more easily – whilst reducing overhead and improving operational efficiency.

Personalised Experience

Provide a more centralised view of the service user interactions across all communication channels, providing a comprehensive view of all customer interactions. The agent sees all queued and prior communications whether the interaction started as a web chat and completed with a phone call, or came in as an email quickly followed by a customer chat. These views of the customer journey allow agents to see every contacts past and present interactions in a consolidated timeline.

This technology ensures the right agent is engaged with the right customer at precisely the right time. Providing the best customer experience possible offering a personalised first contact resolution.