ActiveObjects : Unified Communications

Unified Communications

Government

By integrating your Constituent Relationship Management (CRM) systems, interAct improves internal communications so much so that State and City services are delivered better and your constituent's experience is improved. Financially speaking, Return on Investment of your Cisco Unified Communications platform is actually measurable.

In 9 minutes and 19 seconds you can understand the impact on your organization...

The Scenario

A Constituent calls his City's 311 Service because his trash was not picked up. He is not happy because this has happened before.

The 311 Operator is able to understand the Constituents irritation by reviewing his transaction history, and then works with regional Trash Supervisor to discover the underlying issues. The Supervisor contacts the actual Driver of the Trash Truck who is responsible for the Constituents residence. Knowing that communication is always the key, the Operator then gets all parties on a call to remedy the situation.


	Keys to Success • Knowing more than your constituent's name when you answer the phone, a 360 degree view of your caller. • Visibility into the full constituent history in order to understand and empathize with your constituent. • Knowing what geographic region your constituent belongs to in order to get in touch with the right support team. • The ability to search Supervisors to find one that is available. • Use Secure internal Chat to IM the available Supervisor to validate availability and then call to discuss the situation. • Multiple integrations giving the ability to Chat or Conference Call. Bring all parties together to ensure full communication and service. • Email the Customer and have the correspondence tracked in CRM. • The ability to do all these things from a single desktop client without wasting time toggling from one window to another.