Government agencies have a clear mandate to improve citizen communications and experience. Through ContactEngine, you now have a way to proactively reach out and start a conversation without your constituent having to ask. For 10 years, ContactEngine has been revolutionizing the way some of the world's largest companies converse directly with their customers - all through their preferred channel. Our proactive conversational AI and journey automation have proven to help some of the largest global companies and are just as effective for government entities.
Improve citizen experience through enhanced engagement, leaving complex issues for call center agents.
How ContactEngine fits in:
Improve citizen satisfaction
ContactEngine has never failed to improve customer satisfaction for every one of our clients. It’s a bold claim, we know, but one we’re happy to back up when we meet.
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We learn your constituents’ jargon
Think about how, say, military veterans and students might talk to each other (in English or Spanish). Our conversational, contextual AI thrives on these differences, learning how best to engage not just with each type of person, but with every single person, with the end goal of achieving a transaction.
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Regulatory compliance
We know that the conversations our government clients hold with constituents must be evidenced for compliance. This is hard-wired into our systems, allowing you to trace every conversation.
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Hitting citizen satisfaction and response targets
Simplify the steps taken by citizens to redeem the benefits your agency provides. ContactEngine integrates with any process and ensures that a higher percentage of constituents progress to completion.
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Improvement in weeks not months
ContactEngine transforms citizen communications. Within just a few weeks, you will know what impact ContactEngine is making on response rates and engagement as the constituent journey is accelerated to completion.
The Tennessee Department of Labor and Workforce Development needed a way to engage with citizens, any time of day. ContactEngine mapped out a long-term communications strategy leveraging dynamic asynchronous SMS conversations to enhance citizen care. We’ve had great response rates and engagement continues to grow. We’ve found proactive engagement with SMS conversations to be helpful for citizens to avoid issues, so they can move in their unemployment journey more easily.Chris Cannon, Director of Communications, Tennessee Department and Labor Workforce Development
Our insights from customers to citizens
The 6 best practices of the most user-friendly government agencies
EBOOKThis practical eBook draws on best practices within government agencies, and shares how they can be applied to the unemployment claims process.
Why US unemployment call centers need to put customer service first
EBOOKProactive communication is the only way to take control of the surging call rates to unemployment claims call centers. This eBook presents a 5 step plan to better serve citizens.
ContactEngine for State Government: Medicaid Renewal
VIDEOContactEngine provides proactive automated conversations around Medicaid eligibility for State and Federal Governments, helping citizens enroll and renew their benefits each year.
An 'Agent Redirect' Collections Journey - Powered by Proactive Conversational AI
VideoContactEngine's series of videos show three scenarios familiar to anyone in a collections company or department. Our proactive conversational AI awaits a trigger to contact a customer and then holds a conversation with them, so they can reply in their own time, in their own words, without the embarrassment of speaking to an advisor.
Proactive Medicaid Recertification
VideoProactive, automated conversations around Medicaid Renewal help citizens recertify, renew or enrol quickly and seamlessly
