Government initiatives to drive up response levels put pressure on local authorities and national departments to provide more joined-up services, so that members of the public aren’t left hanging when they need information or resolution to a problem.
First Contact can be used in all sorts of applications across the public sector to make public-facing employees more productive in their ability to answer queries and resolve issues satisfactorily first time.
Not only that, but, by delivering complete information to phone operatives at the point of need, First Contact saves government departments and local authorities money, by making better use of resources. And the fact that no upfront investment is needed to pay for the technology means budget cuts need not get in the way. First Contact is cheap and quick to deploy, being a hosted, pay-as-you-go solution that can be accessed by agents and managers wherever they are located, at any time of day. In addition, the flexibility to add or reduce facilities on the fly means that new initiatives can be deployed or halted as needs change.