ICS Nett, in collaboration with Omilia, is partnering to introduce the first natural language IVR (Interactive Voice Response) experience integrating AI (Artificial Intelligence) and NICE inContact CXone (Contact Center Platform). AI technologies provide for more intelligent and data-driven call handling through Predictive Analytics allowing customers to fully utilize a self-service model. This enriched solution helps government/civil agencies deliver personalized, intuitive, and human-centric services while enabling automation that is both scalable and cost-effective.
Our federal and civil clients require customer-centric approaches to enhance customer satisfaction, improve service delivery, and foster greater trust and engagement. However, customer expectations for real-time seamless interactions across different channels (social media, text, email, & more) have evolved and therefore, raise demands for our government clients to stay ahead with multi-channel options and a robust self-service model.
Personalized and customer-centric self-service automation enabled by:
Discover ICS Nett expertise in integrating Interactive Voice Response (IVR) and Artificial Intelligence (AI) technologies, enabling personalized customer experience.
ICS Nett's innovative omni-channel cloud solution transformed WMATA's SmarTrip® Customer Service Center, enhancing efficiency and cost-effectiveness with of NICE inContact (ACD/IVR), Salesforce (CRM), and Tableau (Reporting).
Our blog discusses opportunities and challenges federal agencies face in increasing citizens satisfaction and leveraging technology to provide customer-centric digital services.