Citizen centricity is the current focus area for public sector such as government agencies and departments. Mason Technologies provides a Citizen Centric Integrated Contact Centre solution that helps government entities to be able to have meaningful communications with citizens.
This solution integrates inbound and outbound communications channels such as voice, email, fax, etc. to a single view of the citizen that is portrayed to the contact centre agent. This enables the contact centre agent to provide the relevant services to the citizen and further allows the agent to be able to capture, track and resolve the citizen’s enquiries, questions and complaints in a timely manner enabling a higher citizen satisfaction rate.