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Microsoft Dynamics CRM Contact Center/311 solution
Improve citizens’ ability to contact your agency—and your agents’ response—with the Microsoft Dynamics CRM Contact Center/311 solution for call center, routing, and CRM integration.
 

Government agencies face increasing pressure to create agency value and improve operational efficiency. The right tools will help you effectively respond to different types of agency contact center requests and can provide your agency a measurable opportunity to demonstrate effective government.

 

 
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In government, as in business, both a good first impression and superior constituent service are essential. Your agency’s call center experience can be critical to a citizen’s assessment of your entire agency’s competence.

The faster the response and the more help your agency can provide, the greater value your agency can deliver to citizens, other organizations, and the communities you serve. A caller can dial 311 to report a pothole or other non-emergency situation. He or she can also request agency-specific information or assistance, such as answers to personal or business tax questions, help with unemployment insurance or Medicare/Medicaid issues, or any other personal or public service your agency provides.

The Microsoft Dynamics CRM Contact Center/311 solution provides the tools needed to effectively respond to agency contact center requests, including:

Phone inquiry: An interactive voice response (IVR) system guides callers through a series of electronic voice prompts and electronic voice recognition to resolve their issue. Subsequently, the call can be routed to a contact center representative who, by reviewing the citizen's data in a pop-up window, can promptly resume the call from where the IVR left off.

Incoming e-mail request: Knowledge workers who receive e-mail inquiries can, within Microsoft Office Outlook, update the record with new information and easily review prior contact records. This provides a relevant case history and requires only a single user interface.

Web request: Virtual Earth mapping helps to pinpoint location issues and service areas. Citizens can log on to a self-service Web portal to view the status of open cases and search a vast knowledge base of government information—without agent assistance.

Reporting dashboard: By sorting and reporting incidents by contact type (Web, phone, or e-mail), case type, case severity, and other related customer account information, contact center management can help ensure that the most cost effective and timely service is provided to citizens.

If it's vital to government, it's mission critical to Microsoft.

The following partners can help you create Microsoft Dynamics CRM Contact Center/311 solutions that enable comprehensive contact center management, efficient routing of and response to constituent inquiries, and integrated constituent relationship management. These solutions can be customized to meet any agency's specific contact center/311 needs.

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Ascentium is an interactive marketing and technology consultancy that delivers award-winning experiences, products, and information-driven business solutions. Led by the architects of the Microsoft Dynamics CRM application, Ascentium's development team has adapted the software quality processes learned from Microsoft to drive powerful technology results for clients. The company's status as a Microsoft Gold Certified Partner represents its depth and commitment to providing world-class technology solutions custom-tailored to each client's unique requirements. Nearly 75% of Ascentium's consultants are Microsoft Certified Professionals, and the company is proud to have garnered numerous Microsoft awards, such as the PacWest General Manager Award for outstanding partnership. Contact Ascentium at 425-519-7700.

Avanade is a global IT consultancy dedicated to using the Microsoft platform to help enterprises achieve profitable growth. Through proven solutions that extend Microsoft products, Avanade helps enterprises increase revenue, reduce costs, and reinvest in innovation to gain competitive advantage. Contact Avanade at 206-239-5600.

Eskel Porter Consulting, Inc. has been providing information technology solutions and consulting services to the public and private sectors since 1978. They strive to meet their clients' business objectives throughout the IT life cycle, from planning through deployment and into maintenance and operations. Contact Eskel Porter Consulting at 916-492-1212.

Tectura, the leading global provider of Microsoft Dynamics and Microsoft integrated business solutions for midmarket companies and large enterprise divisions, serves clients from its offices across the Americas, Europe, the Middle East, and Asia Pacific. Contact Tectura at 650-585-5500.

Tribridge implements, secures, and supports critical business applications and core infrastructure for organizations across the U.S. With an average of 15 years experience, Tribridge experts use Microsoft Dynamics CRM for Citizen Services and established methodologies to generate practical results, including a 100% "go live" rate for more than a decade. Technology solutions include Microsoft Dynamics ERP and CRM, Microsoft SharePoint and custom software applications, Microsoft core infrastructure, security solutions, and managed services. A Gold Certified Microsoft consulting firm, Tribridge was recently named the 2008 Worldwide Microsoft Dynamics Partner of the Year.

Find a partner

Search for additional partners in the Microsoft Public Sector Partner Solution MarketPlace, an easy resource for finding technology partners that offer a broad range of products, services, and solutions based on Microsoft technologies. The marketplace includes packaged software, solutions offerings, and training from Microsoft Gold Certified Partners, Microsoft Certified Partners, and registered members.

Microsoft makes no representations or warranties, either expressed, implied or statutory, regarding any company presented herein or its products or services. The inclusion of a company does not imply endorsement by Microsoft of the company or its products or services. The names of actual companies and products mentioned herein may be the trademarks of their respective owners.

 
 

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