Case Study – Municipality
HostedPCI Revolutionizes 311 Call Center Operations with Advanced IVR Technology
HostedPCI has introduced a revolutionary Interactive Voice Response (IVR) system, custom-designed for 311 call center environments. This state-of-the-art IVR solution significantly enhances security protocols, completely removes merchants from PCI scope, and modernizes the overall customer service experience in 311 call centers.
Streamlining 311 Call Center Interactions with Secure SMS and IVR Technology
When clients contact the 311 call center to register for city activities or address issues related to their city accounts, agents are fully equipped to manage these interactions efficiently. By maintaining direct and continuous communication during the payment process, agents help clients navigate the complexities of municipal services, enhancing both user satisfaction and operational efficiency.
To facilitate seamless payments, agents use HostedPCI SMS technology to send secure payment links, enabling clients to swiftly and conveniently complete transactions directly from their mobile devices. This method accelerates the transaction process and enhances security since the payment details are entered directly by the client, eliminating the need to share sensitive information over the phone.
For clients lacking access to SMS technology, HostedPCI ensures inclusivity with its innovative Call Out IVR feature. This system allows agents to instruct clients to hang up and await a callback from a secure IVR system for payment processing. Once the payment is made, clients are reconnected directly with the original 311 call center agent to finalize any remaining details of their account, ensuring a seamless end-to-end service.
The implementation of these technologies not only strengthens the security and efficiency of the 311 call centers but also improves their accessibility and user-friendliness. By leveraging advanced IVR solutions, HostedPCI is setting new standards in municipal service delivery, driving improvements that result in higher client satisfaction and enhanced operational capabilities.