During the COVID-19 pandemic, the U.S. federal government is striving to rapidly provide essential information, guidance, coordination and critical services across multiple sectors which include federal agencies; state and local governments; healthcare; other commercial sectors; and the American people.
In response to the crisis, public health and safety is a primary focus for agencies providing important direct and/or indirect services to their own organization, other entities, and the general public. Contact center operations is one of many essential services that provides continuity and resilience for our nation’s critical infrastructure, as defined by the Cybersecurity & Infrastructure Security Agency (CISA).
For federal agencies, contact center operations include supporting one or more of the following:
- Internal self-facing services (employee engagement and other services)
- Public-facing services
- Interagency services
- Emergency response services
- Commercial sector partnerships
- Healthcare and public safety communities
Federal agencies need to move quickly to keep up with changing demands during this time. Acumen Solutions provides a turn-key solution for Any Channel Engagement (ACE) Centers. The solution accelerator helps agencies rapidly implement contact centers allowing them to meet immediate needs across all desired interaction channels. We leverage cloud-based Salesforce and its multi-channel Service Cloud capabilities, that resides in a secure government-only FedRAMP authorized environment (authorized since 5/23/14).
Many contact centers are adapting to today’s demands by transitioning to a WFH (Work From Home) model for maintaining critical support services. Salesforce is accessible via the internet and complies with the rigors of FedRAMP security standards, so when your organization is ready to make the transition, ACE is ready to follow, thus minimizing impacts to business continuity.
ACE Centers have predefined business processes, integrations, security specifications, and compliance configurations for rapidly and confidently implementing multi-channel CRM solutions providing capabilities such as:
- Self-service Portals and Communities
- Chatbot Automation
- Public-facing and Internal User-based Knowledge Articles
- Centralized Channel Engagements via Live Chat, Text/SMS, Voice Integration (CTI), Email, Web and Social Media
- Intelligent Workflow and Process Automation
- Service/Case Management
- Mobile Accessibility
- Performance Mgmt, Business Insights and Trend Analysis
- Customer Experience Mgmt with Survey Automation
ACE Centers capture and track every interaction across any and all channels. Using a single system to access relevant information makes it easier to quickly and consistently address requests and inquiries. The solution exponentially increases engagement satisfaction, reduces agent frustration, helps obviate the number of interactions while reducing interaction durations for those that do connect. Most importantly, ACE Centers improve the overall engagement experience. Having the ability to centrally track interaction information is powerful, and using that information to capture feedback and analyze that feedback for identifying trends to quickly adapt is transformational.
Let us help your organization adjust to the new normal and increase your engagement satisfaction today.