why cloud contact center solutions can meet public service challenges

CCaaS makes it possible to meet major challenges: increasing the number of interactions, emphasis on political power, data security, accessibility and relationship quality.

Faced with increasingly demanding users and whose needs are constantly changing, public service players need to take action to improve their relationship systems. To solve this, they can rely on Contact Center as a Service (CCaaS) solutions. Objective: to address the major challenges specific to this sector: number of interactions, weight of political power, data security, accessibility and relationship quality.

A high potential market… but many requirements

In Europe and especially in France, a large part of the state budget is devoted to public services, which play an important role: they condition access to rights, maintenance of social relations and adaptation of needs of users. In all of these missions, they have to manage a large number of interactions, depending on the number of citizens involved and on the countries ’policies in terms of health, family, employment, etc. . Public sector bodies in a country often have multiple agents who interact with users. However, the public sector has specific requirements such as fair treatment, continuity of service, adaptability and modernization. To date, according to the Ministry of Transformation and the Public Service (1), 58% of French people expect faster processing of their requests from public services and 25% of French people want to more personalized follow-up.

Solutions that adapt to social and political changes

Political power has strongly influenced the management of user relations in the public sector. Constant legislative changes, regular increases in financial benefits (unemployment insurance, family allowance, retirement insurance, etc.) and the weight of regulations can also have an impact on the organization. and volume of public services activity. This is the case more recently with withholding tax or the decisions and obligations related to Covid-19. Since these organizations are also a demonstration of political power, it is important to ensure the best possible quality of service. However, CCaaS solutions are flexible and scalable: they give public bodies and their contact centers the ability to more easily absorb the peaks of activity involved in new regulations or political announcements. unpredictable.

Personalize the customer relationship through technology

In order to offer a great service without neglecting personal interactions, CCaaS solutions have proven their usefulness: for example, natural language processing (NLP) AI-based machines make it possible to accurately qualify the reason for calls and better routing of interactions. So-called simple requests are redirected to new consultants while more complex requests are passed on to more experienced ones. In addition, CCaaS solutions can be part of users to easily identify people who need more attention. In addition to CCaaS solutions, the implementation of features such as short numbers, a co-browse solution, callback tools and software that manages queues and optimizes public reception, allows for responsiveness. on the issue of accessibility of services and bridging the gap between different channels. .

Addressing issues of sovereignty and security

In an IT context where cloud solutions are on the rise, public services remain increasingly sensitive to issues related to confidentiality and data security (RGDP, Cnil), but also to issues of the sovereignty of data hosting solution (Cloud Act risk). In this context, data hosting usually has to be done on national territory. Cloud-based CCaaS solutions make it possible to meet this challenge, by guaranteeing data protection to citizens and by offering a high level of encryption.

Unlike other sectors such as retail, banking or insurance, the raison d’être of public services is not to make a profit but to meet the urgent needs of citizens. CCaaS solutions have therefore contributed to accelerating the digitalization of the sector to satisfy and strengthen the trust of users.

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