Summary
mavQ intelliSuite is a product that offers all the traditional features of a modern day call center with telephony services, SMS, email, workforce management and call routing, but it also offers users access to AI services that are tailored to common Public Sector Use cases. This enables constituents to self-help services through virtual agents and internal staff to automation services around document processing, auto-redact PII information, translate content and more.
Challenges
- Lack of Visibility: When call centers and constituent engagement solutions are disconnected from each other and key data sources agents, supervisors, and stakeholders do not have the visibility they need to make operational decisions.
- Inefficient Workflows: Agents are expected to provide services in real time to constituents, but oftentimes the work requires reading supporting documents, Knowledge articles, and recommending next steps which takes time, proper training, and background information.
- Unpredictable call volumes: Public sector agencies are often faced with unpredictable call volumes based on policy changes, seasonal services, or change in leadership. Agencies do not have the flexibility to onboard call center staff to manage these peeks.
Outcome
Customers who implement the mavQ intelliSuite have experienced a 25% increase in operational efficiency. The unified call center provides a 360 degree view of constituents by combining their call data and service history. They are able to automate workflow with document processing automation, context relevant knowledge articles, and next step recommendations. Unpredictable call volumes are managed with self-help services and the workforce management module that has shown to decrease the need of a human agent by 40%.
Organizations using the mavQ intelliSuite have seen a 25% boost in overall operational efficiency through automation and streamlined workflows.
Combines call data and service history to give agents a complete 360-degree view of each constituent, improving service quality and reducing resolution time.
Self-help services and workforce management tools manage unpredictable call volumes, reducing the need for human agents by 40% while maintaining service quality.
.avif)
