Challenges:

The most demanding requirements of citizens to public administration in providing care to the citizen are:

• Management of costs of user support.
• Optimization of resources and elimination of expenses that do not serve to the citizen
• The respect of privacy requirements.
• Self-service solutions oriented individual.

To highlight:

• Real-time routing and management of all calls.
• Identification of the citizen at the moment that the call is made.
• Automation of the rescue of abandoned calls.The system generates a response when there is any available agent or in a previously programmed time-slot.
• Simple interconnection with third party applications,the software with the data of the citizen to answer jumps when the operator receives or answers the call .Back Office and Front office integration processes.
• An automatic reminder via several channels (Calls,SMS,e-mails) of appointments,follow-up,changes,emergencies...
• Taking full control of the call with the mouse: Park, Capture, State...
• Multichannel, managing citizen requests by phone, e-mail, SMS or Chat (corporate Web).
• The system is multi-client,so that one operator can attend various public organizations.