About Us

How We Help, Government Call Centers

Government contact centers and the business process outsourcers (BPOs) that operate their contact centers, have been choosing shared IVR services instead of purchasing their own IVRs to save huge amounts of money through improved automation. Government agencies continue to be conflicted with the need to improve service to the citizen while at the same time succeeding with dwindling budgets. They have recognized that shared IVR services provide huge dividends and can save governments millions of dollars annually. These are real savings that can be redirected to new programs or other required services while still meeting program requirements.

CSI helps government agencies by significantly lowering the cost per call of government customer services, in support of such applications as electronic benefit transfer, WIC, or medical services. Our diligence in managing every aspect of the IVR results in business intelligence that the agency can use to modify the IVR application and provide more efficient service to the citizen. We strive to continuously improve applications in the field in order to provide useful data back to the contact center allowing them to more effectively support their customers.

Other ways that the CSI shared IVR services help Government Call Centers are:

• Complements live operators while increasing automation rates.
• Remarkable technological infrastructure ensures 7 x 24 x 365 continuation of service.
• Provides business intelligence to analyze trends in the contact center. For example, do customers roll over to a live agent when they shouldn't?
• Complete turnkey, lifecycle solution for the enterprise including application design, development, and testing.
• Continuous call flow monitoring.
• "Carrier-Grade" solution with an unlimited capacity to handle unexpected call volumes/spikes.