Federal and state government have a clear requirement to improve citizen communications and evidence this through improved ACSI customer satisfaction scores. Through ContactEngine, you now have a proven way to do just that. For 10 years, ContactEngine has been revolutionizing the way some of the world's largest companies talk directly with their customers. Our proven techniques are just as effective for federal and state government services.
We know we improve engagement metrics with hard-to-reach constituents, and now ContactEngine is available through AWS GovCloud and Azure direct to government.
How ContactEngine fits in:
Improve ACSI customer satisfaction scores
ContactEngine has never failed to improve customer satisfaction for every one of our corporate clients. It’s a bold claim, we know, but one we’re happy to back up when we meet. And now we’re mapping that across to government agencies.
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We learn your constituents’ jargon
Think about how, say, military veterans and students might talk to each other. 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.
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Regulatory compliance
We know that some of the conversations our government clients hold with constituents must be evidenced for compliance. This is hard-wired in to our systems, allowing you to trace every conversation both within our system and within yours.
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Hitting service delivery targets
Whether it’s processing unemployment benefits, medical claims, student loans, taxes, aid, security or immigration, sometimes citizens just have to work through your processes to enable you to serve them. ContactEngine integrates with any process and ensures that a higher percentage of constituent’s progress to completion.
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Pilot programs in weeks not months
ContactEngine transforms business processes and citizen communications. For millions of citizens that takes some planning, and we understand you wouldn’t commit to that without proof.
Show more lessOur 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 Departments of Labor: Unemployment Benefit Certifications
VIDEOThis 3-minute explainer video shows how ContactEngine engages citizens in the unemployment certification process for State Departments of Labor through automated, proactive conversations.
Proactive Covid-19 Vaccination Appointments with ContactEngine
VideoThis 3 minute explainer video demonstrates how ContactEngine starts a conversation (in this case, for a US state provider of Covid-19 vaccines), and illustrates the experience from the citizen's viewpoint.
Human-Computer Rapport
VideoWhat is Human-Computer Rapport, and why do we need it? AI experts Prof. Chris Reed (ARG-Tech, University of Dundee) and Prof. Mark K. Smith (CEO, ContactEngine) and Euan Matthews (ContactEngine) discuss the technology behind contextualised communication between computers and humans.
