Government - Intelligent contact centre solutions and automated communications

Power to the people

Citizens are consumers, and they expect a much higher level of service than ever before. The services provided by government agencies are critical. That’s why it’s so important to provide them with quick, simple and secure ways to obtain information and resources across all contact channels.

Serve the people, maintain your budget

For more than 20 years, Nuance has delivered intelligent contact centre solutions and automated communications to government agencies. From pensions and transport services to citizen engagement and public security, Nuance solutions can help your agency provide the highest level of service with a ROI that will meet the public scrutiny placed on your budgets.

Conversational IVR solutions can reduce agent call volume by means of self-service options, while efficiently routing calls to the right agencies in your 311 contact centre. Virtual assistants, combined with live chat, can navigate website users directly to the information and resources they need and provide answers quickly and easily. Outbound messages and alerts can notify the public via voice, text or email to keep your community safe and informed. Nuance Biometrics can improve security by staying one more step ahead of fraudsters. All while reducing the costs to serve.

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NYC311 case study

Read how Nuance's speech IVR solution helped NYC311 deliver a superior customer experience at a lower cost.

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Michigan Office of Child Support

Learn how the state office used Nuance's call steering IVR solution to decrease call volume and cut response times.

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Benefits

Improving consumer accessibility to services

Conversational IVR solutions, using natural language-based speech technology, can reduce agent call volume through self-service options for pensions and benefits, public transport, 511 services and motor vehicles and child services, while efficiently routing calls to the right agencies in your 311 contact centre. Virtual assistants, combined with live chat, can navigate website users directly to the information and resources they need and provide answers quickly and easily.

Deliver critical information to citizens

During any event or emergency that impacts the lives of local citizens, it’s critical to inform them of the situation and provide clear information about suggested actions. Outbound notifications and alerts can inform the public via voice, text or email based on each citizen’s preference. From public emergency notifications to voting reminders, keep your community safe and informed.

Improve authentication and security for consumers and public employees

Whether securing your contact centre against fraud or improving the capability of field operations, Nuance Biometrics can play a key role. Our contact centre authentication solutions streamline the identification and authentication process for callers to improve security and reduce costs.

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Experience the public can count on

You have complex public issues to deal with. Keep your focus on them and engage with Nuance professional services to bring exceptional customer service solutions and self-service capabilities to your contact centre operations.

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We understand the demands of government. Let’s work together to meet them.

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