More ways to improve citizen service.
ICT Group’s cost-effective technology can reach out to citizens, help them spend less time on the phone, and give them accurate answers on the first call.
ICT Group hosts a wide range of flexible, scalable technologies that have already proved themselves in Government support programs:
- Front-facing, self-learning knowledgebase that provides access to real-time data and Government agency databases
- Web co-browsing
- Automated outbound alert messaging (voice, e-mail, text messaging)
- IVR (inbound, intelligent call routing)
- E-mail management
- Contact management
- Voice/ACD skill-based routing
These technologies are most commonly applied to routine transactions, but they really shine in an emergency. For several hurricane disaster relief programs, ICT Group deployed a rapid response management system on behalf of 1-800-FED-INFO. Live agents used a self-learning knowledgebase to provide callers with the most up-to-date information, successfully handling more than 1 million calls from hurricane victims.