Streamlining the Customer Experience and Reducing Costs for Government Agencies

Meet Demands & Exceed Civic Expectations with Voice Technology

Across government agencies, contact center budgets are stretched to the limit by increasing demands from citizens for more services. One big challenge is how to do more with less, while at the same time improving performance and customer satisfaction. To meet this challenge, contact center operators must drive down costs and invest the savings in innovative technology and services.

LumenVox Speech Technology and Selectron power Enghouse-based IVR solution for government agencies

Selectron has worked with government agencies for over 30 years and has developed a deep understanding of the challenges they face. Their goal was to provide citizens with the access and convenience needed to self-serve by allowing them to make payments and access account information when, where, and how they want. With 24/7 access by phone or web, agencies were able to collect revenue more efficiently and provide convenience for their citizens through secure, easy-to-use payment options.

The key components to building the new application required a platform partner and voice recognition technology – specifically Automatic Speech Recognition (ASR) and Text-to-speech (TTS).

The IVR is now capable of relaying account information and taking payments, simplifying the way in which citizens interact with their government agencies. Additionally, the application interfaces with permitting and inspection applications to allow staff, contractors, and the public to interact with the systems while in the field.