NETSCOUT
Case Studies
Calling Government Contact Center No Longer a Taxing Experience for Residents
Overview
Calling Government Contact Center No Longer a Taxing Experience for ResidentsNETSCOUT |
Application Infrastructure & Middleware - API Integration & Management | |
Finance & Insurance | |
Cloud Planning, Design & Implementation Services | |
Operational Impact
Residents reaching out to Contact Center to speak with an agent regarding payment or credit questions, a tax issue, or concern with receiving a government benefit credit due to them are now assured of highquality, efficient voice quality exchanges with the agency resource answering their call. | |
Improving Contact Center customer service delivery in this manner helps enhance the public’s perception of this high-profile agency and assists the organization’s efforts to avoid adverse news reports or social media coverage, allowing leadership to better focus on their financial service mission to the government and its citizens. | |
With the nGeniusONE and vSTREAM approach, the agency now has a single, vendor-agnostic solution for converged monitoring of Cisco voice, video, and collaboration services that also factors the network, cloud environment, and other business applications contributing to Contact Center service delivery. | |