Contact Center in Municipalities

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Enhance citizen services with optimized call and digital channel management. Discover how.

Nowadays, municipalities face the challenge of offering efficient and close communication with citizens, dealing with long waiting times, low staff availability, lack of personalization, and the use of outdated technologies, which causes growing dissatisfaction among the public.
The Fidelity Omnichannel Contact Center solution addresses the issues in citizen services by providing software that properly distributes communications, ensuring they reach the correct departments, eliminates waiting times, and offers 24/7 service.

How Fidelity improves CX in Municipalities:

  1. Consolidated communication channels. Fidelity allows you to manage all channels in a single inbox, enabling agents to respond faster without having to switch between applications.
  2. Smart automation and self-service. It incorporates AI-powered Chatbots and Voicebots to resolve inquiries at the first contact, increase operational hours, and reduce waiting times.
  3. Integration with municipal CRM systems. Fidelity connects with CRMs and ERPs to provide immediate access to citizen information, offering more personalized and efficient service.
  4. Real-time supervision and data analysis. It implements solutions that allow monitoring agent performance and tracking cases.

Fidelity is a scalable software solution, adaptable to municipalities of any size, fully customizable, and supported by a team of experts who ensure optimal platform performance.

Contact us to learn more about how our omnichannel solution enhances citizen experience and improves efficiency in public administration.

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