Contact360 uses automation to make handling of customer contact easier for local authorities and their citizens.
We offer a platform that enables local authorities to deploy applications which will automate key customer handling processes from initial contact through to service fulfilment. With integration at their core, these processes will work closely with existing line of business applications such as revenues and benefits and waste management to help deliver significant savings whilst also improving the citizen experience.
Meeting Citizen Expectations
The citizen of today has high expectations for how the council will handle their requests, at a time and place of their choosing. By automating key customer interactions, contact is shifted to alternative, electronic channels that have a much lower cost per transaction. Contcat360 enables local authorities to achieve this automation, supporting channel shift, and reducing the need to contact the Council by other channels.
Helping Council Employees
There are many opportunities to assist council employees to provide a more efficient and effective service. Typically over half of contact centre agents and other employees are required to use more than one application to handle customer requests. This means a large percentage of customer facing time can be spent navigating and re-keying information on different applications, increasing the time spent on each customer interaction and increasing the likelihood of mistakes.
Contact360 automates many of the duplicated or redundant tasks that council employees normally perform when handling customer contact, thereby reducing call times and improving the quality of service.
Helping the Council Deliver Services
In order to be able to improve service, and reduce costs, local authorities must be able to measure current performance relative to its targets. For customer contact, this means having a clear picture of the customer journey from the first point of contact, through to service fulfilment. Only by using a “composite” application, which automates the truly end-to-end processes and integrates with a number of existing applications, can a complete view be constructed. Using such a view as a basis for regular analysis, local authorities can better understand where to focus its efforts to improve customer service delivery.
Contact360 is based on automating end-to-end processes and joining-up the front and back-office applications needed to provide a service and a view of the overall performance.
Civica NI has received support from Invest NI under the European Union’s Investment for Growth and Jobs Programme. The project(s), recorded on the ERDF beneficiaries’ website, will be implemented over the next year, undertaking research and development activities aimed at improving the competitiveness of the business.