Helping Government Customer Service Agents Be More Effective

Vlocity Helps Government Service Agents be More Effective

Today’s Modern Contact Centers, Powered by Vlocity, Are Leveraging Cloud-Based Applications to More Easily and Effectively Reach Constituents and Rapidly Deliver Services.

In my role as General Manager of Vlocity Public Sector, I spend a lot of time with government employees working hard to provide a better customer experience for people who need assistance from their agencies. These employees are committed to making sure that doing business with the government is as easy as ordering a ride from your phone, making an online purchase from your computer or using a mobile app to submit an expense report.

At Vlocity, we build apps that help government contact centers become more effective by making the people who work there more productive. We do this by delivering additional features on top of Service Cloud, Salesforce’s market-leading customer service platform.

One of the key contributions of Vlocity is our guided process builder, which allows contact centers to create guided interactions for customer service representatives to walk callers step-by-step through whatever tasks are needed to answer their questions, enroll them in new programs, update their information or address their issues. As you might imagine, having these guided processes can significantly reduce training time for agents, making them more productive sooner and reducing call handling times. And as an added bonus, these processes can be created rapidly, with no coding required!

At Vlocity, we build apps that help government contact centers become more effective by making the people who work there more productive.

Another advantage to Vlocity’s guided processes: Call center agents don’t have to toggle between different applications to resolve customer issues. The app captures all necessary data in a single interface and posts it to the legacy applications, as needed, for each transaction.

These same guided interactions can easily be delivered directly to your clients on an agency website or a mobile device, providing self-service capabilities that your constituents are looking for. According to the 2016 Aspect Consumer Index, 71% of citizens want to be able to resolve most issues themselves. Not only does this make your customers happy, but offering a self-service option also deflects calls from the call center to less expensive channels, providing additional cost-saving measures.

71% of citizens want to be able to resolve most issues themselves.

– Aspect Consumer Index

Our Public Sector team is dedicated to providing government agencies with the most modern, easy-to-use call center applications available today. If you’d like to learn more about how we can help your agency, please take a look at our solution brief, or drop us a line at: publicsector@vlocity.com

Dan Israel

VP / GM Public Sector

Dan brings to his role at Vlocity more than 15 years’ experience designing, developing, testing, and marketing applications for government customers. Previously, Dan ran the government marketing team for Google’s Enterprise division (now known as Google for Work), bringing Google’s cloud-based email and collaboration tools to federal, state & local government agencies across the United States. Dan also worked at Oracle and Siebel Systems, leading teams that developed CRM applications for the public sector. At Siebel, he designed the first two releases of Siebel Public Sector. Dan began his career in the federal government, working as a spokesperson for the U.S. Department of Treasury and the U.S. Agency for International Development.