What if you could save money by centralizing your citizen calls into a single call center?

With over 30 years of experience as a government contact center operator, ActiveGovernment truly understands how to build and implement world-class contact centers. Designed for government from the ground up, we’ve developed the best technology and the best practices for implementing contact centers ranging from several operators to hundreds of customer service agents managing multiple government programs.

Customers benefiting from a centralized call taking approach include the City of Sudbury, the Maryland Department of Human Resources, and the Michigan Department of Natural Resources. Click here for more customers.

Features

Our Contact Center Solutions incorporate:

• Citizen Request Management and 311 tools for request tracking and case management
• Customer service agent point of sale capabilities for payments for reservations, purchases and bookings
• Knowledgebase to provide customer service agents with the latest information and daily updates
• Computer Telephony Interfaces that put a wealth of caller information at the fingertips of customer service agents
• Soft phone features that permit quick and efficient call handling without leaving the request management screens
• Reporting, metrics and performance analysis
• Geographic Information System integration to locate issues and dispatch staff accurately
• Interactive Voice Response technology to permit self-service
• Outbound issue resolution notifications
• Proven best practice implementation methodologies 

Benefits