In many cases, customer service agents lack access to the information they need to provide high-quality, effective, and efficient services. Additionally, outdated business processes and systems further limit an agency’s ability to meet the goals of the new act.
“[ACE Centers] have made an indelible mark on the immigration system. Allowing officers to do their job more easily has increased the flow of information to our customers which helps reduce processing times and increase transparency in the immigration process.”
Meet All Laws, Requirements, Policies, and Directives for Federal Contact Centers
Not just those that are known today, but also those that are yet to come. Having a technology solution that is compliant today and is agile enough to support the latest research and best practices is a must. ACE Centers, built on the Salesforce platform, provide security, functionality, and agility.
Use Performance Metrics to Influence Business Rules and Drive Improvements
The only way to know if your agency is providing high-quality, courteous, effective, and efficient services is to collect data, assess activities, then act on those insights. ACE Centers incorporate measurement, reporting, and quality assurance programs directly into the solution while making accurate performance measures for agents, supervisors, and managers all available in a single platform.
Allow Your Agents to Do Their Jobs More Easily
ACE Centers capture and track every customer interaction across all channels. Using a single system to access relevant information makes it easier to address customer requests and inquiries and exponentially increases customer satisfaction, reduces agent frustration, reduces call duration, and most importantly, improves the customer experience. ACE Centers are designed with quality and efficiency in mind. They have an intelligent knowledge base that makes important content easy to create, find, and continuously improve.
Collect Customer Feedback
Having the ability to track customer information is powerful. Using that information to capture feedback and subsequently analyzing that feedback to identify trends is transformational. Acumen Solutions' ACE Centers track each interaction, leverage text analytics to evaluate those interactions, capture customer feedback using surveys, and bring all insights together to identify operational improvements.
HOW IT WORKS
Predefined Business Processes:
- Web and email case capture
- Case auto assignment
- Interaction tracking omni-channel routing
- Case team collaboration
- Case escalation rules and queues
- CTI & chat
- Data source systems
- Business apps (HR, QA, Customer Feedback)
- Knowledge base population tools
- Federal case data model
- Email relay
- Channel aggregation
Security and Compliance Configurations
- Single sign-on
- Federal Customer Experience Act
ACE Centers help agencies support their mission, increase agent productivity, decrease call volumes, decrease costs, maintain compliance, and identify opportunities for ongoing improvement.