CCaaS makes it possible to address key challenges: increasing volume of interactions, weight of political power, data security, accessibility and relationship quality.
Faced with increasingly demanding users and where needs are constantly changing, public service players must work to improve their relationship systems. To remedy this, they can rely on Contact Center as a Service (CCaaS) solutions. Objective: to address key challenges specific to this sector: volume of interactions, weight of political power, data security, accessibility and relationship quality.
A high potential market … but big requirements
In Europe and more specifically in France, a large part of the state budget is devoted to public services, which play an important role: they condition access to rights, maintain social relations and adapt to needs of users. In all these missions, they must manage a large number of interactions, which depend on the number of citizens involved and the policies of the countries in terms of health, family, employment, etc. Public sector bodies in a country typically have a large number of agents who interact with users. However, the public sector has specific needs such as equal treatment, continuity of service, flexibility and modernization. So far, according to the Ministry of Transformation and the Public Service (1), 58% of French people expect more speed in processing their requests from public services and 25% of French people prefer more personalized follow-up.
Solutions that adapt to social and political changes
Political power strongly influences the management of user relations in the public sector. Frequent changes in the legislature, regular increases in financial benefits (unemployment insurance, family allowances, retirement insurance, etc.) and the weight of regulations can also have an impact on the organization and volume of public service activity. This is the case recently with withholding tax or the decisions and obligations related to Covid-19. Since these organizations are also a showcase of political power, it is important to ensure optimal service quality. However, CCaaS solutions are flexible and scalable: they give public bodies and their contact centers the ability to more easily capture activity peaks linked to new regulations or political announcements that are unpredictable.
Personalize customer relationships through technology
To offer large-scale services without compromising on personalized interactions, CCaaS solutions have proven their usefulness: for example, AI-based natural language processing (NLP) engines make it possible which will certainly qualify the cause of calls and better routing of interactions. So-called simple requests are redirected to new consultants while more complex ones are passed on to more experienced ones. In addition, CCaaS solutions can segment users to easily identify people who need more attention. Beyond CCaaS solutions, the implementation of features such as short numbers, a co-browsing solution, callback tools and software that manages queues and optimizes public reception, allows respond to the issue of accessibility of services and to bridge the gap between different channels.
Respond to sovereignty and security issues
In the IT context where cloud solutions are proliferating, public services remain sensitive to issues related to data confidentiality and security (RGDP, Cnil), but also to issues of sovereignty of hosting solutions. data (Cloud Act risk). In this context, data hosting often needs to be carried out on national territory. Cloud-based CCaaS solutions make it possible to meet this challenge, by guaranteeing citizens ’data protection and by offering a high level of encryption.
Unlike other sectors such as retail, banking or insurance, the purpose of public services is not to make a profit but to meet the immediate needs of the citizens. Therefore, CCaaS solutions contribute to accelerating the digitization of the sector to satisfy and strengthen the confidence of users.